Notes

Good day, NA. My name is Zaldy one of the Case Managers here at TalkTalk Customer Service and Billing, I'll be eager to help you with your matter. Allow me to read the previous conversation you had with the last representative regarding about your worries so that I may understand better the best way to help you today.

As per reading the conversation above, you ...

Kindly supply me with further specifics concerning your worry whilst I investigate. Would that be fine?

I genuinely appreciate you bringing this to our attention, and I totally understand where your frustration is coming from; NA and I know how you wanted to sort things out on your way. Therefore, I would be glad in helping you regarding your concern. In sorting this out as well, I have to analyze your account further in order to properly inspect your account. This is for me to sort this out and I need your cooperation and patience, NA. Let's sort this out together.

I sincerely apologize for the unpleasant experience you endured, and I completely understand your frustration. There's no need to worry; I'll investigate your account on my end to determine what really is leading to the problem with your account.

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Before anything else. If I may ask, am I speaking with the account holder?

Brilliant! Since I am speaking with the account holder, may I have your account number, please?

Alright! That's totally fine, NA. May you just please provide me with your postcode, please?

It's not necessary for me to conduct further verification process because I'm able to see that you're logged into your TalkTalk MyAccount online.

It's not necessary for me to conduct further verification process then since the previous representative validated you.

IDV

Awesome! I have now located your account here in my end and I ought to ask you certain security questions in order to access your account before I'm able to help you fully. Would be that, okay?

Perfect! The information provided is in line with what is held in our system.

Alright! I want you to know that I have now gained full access to your account, NA. In order for me to properly inspect your account, allow me to put you on hold for about 2-3 minutes for I will be providing an accurate information, would that be fine?

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ACKNOWLEDGEMENT STATEMENT

I realize that ___ situation is difficult, but let's make sure to find a solution.
I can see that you are having difficulty in sorting this our and since you have routed to me, I'll be taking responsibility on this and let’s see if there is anything we can do to help the situation.
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CLOSING SPIEL

I would like to make sure that I covered everything. Is there anything else I can assist you with while we are still connected? And are you satisfied with the service I provided today? If you are not satisfied with the service I provided to you, your feedback is highly appreciated after this conversation.

If you are happy with the resolution that we have agreed, I'll be closing this complaint now and tag it as resolved, is that okay?

After our discussion, a referendum asking you to determine how satisfied you are with how I helped you will be accessible following the conclusion of this conversation. I hope it will be as amazing as you are.

It has been a pleasure chatting with you and much appreciated your patience with me. Thank you for reaching out, TalkTalk. Again, this is Zaldy one of the Case Manager. Please do take the necessary health and safety precautions to stay safe as always, your life matters most. Stay Safe and have a wonderful day ahead!

FOR RENEWAL CLOSING SPIEL

Everything is all set now, I just hope by doing this I was able to help you regarding your bill by lessen more your monthly charges, I was able to put smile on your face.​​​​​​​
Was I able to make your day better today, NAME?​​​​​​​
I know that this resolution isn't that satisfactory. I would just like to ask, have I provided a great customer service?

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RENEWING OF CONTRACT // RECONTRACT // SPIEL

As I have checked it here in my end, NA. I can say that you are not just qualified for a promotional package which you can take advantage of. According to my review of your account, to be fair to you, we at TalkTalk greatly value your loyalty. As a result, I believe you qualify for a package promotion which would literally help you in lessen your bills; nonetheless, your package will be discounted, bringing your monthly recurring charges down from _ pounds to _ pounds.

PROVIDE SALES CONTACT NUMBER FOR FULL FIBER UPGRADE

As I have investigated your account, I can see that you really have to do the upgrade and can take advantage of our promotional package which weare currently offering to our Valued Customers therefore, you may contact our Sales Department in order to obtain the upgrade and accept the offer as soon as time possible, and before I provide you the contact information, I would like you to be informed that you'll receive a free upgrade once you engage to our Sales Team, as I have already validated that you are eligible for a complete fiber package in your area.

LOYALTY - HOME MOVE - SALES

Oh, I do apologize for the service that you have experienced, we do not want to let valued customers experience that way. On the other hand, I do want to invalidate your feelings as well and that is why I totally respect your opinions, NAME.

I can see it here that you have been to a numerous representative, or should I say you have been transferred to a department to another department and with that customer's journey you have had is so unacceptable, I sincerely do apologize for that, NAME. Wherein you do not need to be transferred now for a reason that I will be redirecting you the easiest way for you to
cancel your account.​​​​​
avail our home move option.
avail promotional package that you are eligible for.
WANTS TO CANCEL CONTRACT

>>> LOYALTY

As I have checked it here in my end, I honestly wanted to win you back by offering so many deals here in my end and the thing here is that I also respect your decision by cancelling your account. Therefore, the best option we would be able to process this cancellation is that I'll be documenting this request of your cancellation and will send this to our Loyalty Team for them to start the process of the cancellation expedite. On the other hand, they need your authorization to process the completion of this cancellation and that is why I will be providing you the contact number of our Loyalty Team for you to easily reach our Home Move Team, NA.

Here is the contact number of the said department, 0345 1720074. With that being said, you will be able to completely cancel your account.

>>> HOME MOVE

As I have checked it here in my end, I honestly wanted to process this for you and I just don't have the resources for me to process this on my end. Therefore, the best option we would be able to process this Home Move order is that I'll be documenting this request of your home move and will send this to our Home Move Team for them to start the process of the order through home move. On the other hand, they need your authorization to process the completion of this home move and that is why I will be providing you the contact number of our Home Move Team for you to easily reach our Home Move Team, NA.

Here is the contact number of the said department, 08005428081. With that being said, you will be able to completely place an order through home move.

>>> SALES

As I have checked it here in my end, I honestly wanted to process this for you and I just don't have the resources for me to process this on my end. Therefore, the best option we would be able to process this package order is that I'll be documenting this request of your package and will send this to our Sales Team for them to start the process of the order. On the other hand, they need your authorization to process the completion of this package and can take advantage of our promotional package that we are offering and that is why I will be providing you the contact number of our Sales Team for you to easily reach our Sales Team, NA.

Here is the contact number of the said department, 08000491420. With that being said, you will be able to completely take the upgrade of your account

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1-5 NO RESPONSE PROCESS

1MINUTE

I just want to check if everything's okay as I haven't received a response from my last post to you.

5MINUTES
I am sorry we couldn't finish our conversation, as I haven't heard from you for some time. The system will now close our conversation. If you need help in future, please do not hesitate to contact us again. Rest assured; we'll be more than happy to assist you further. Thank you for contacting TalkTalk, once again this is Zaldy you have a great day!