Notes

OPENING SPIEL:
Hi. A pleasant afternoon, you are through TalkTalk Technical Support. I hope you're doing well today. My name is Crizl, how do I assist you?
Hi. A pleasant morning, you are through TalkTalk Technical Support. I hope you're doing well today. My name is Crizl, how do I assist you?
Hi . A pleasant morning, you are through TalkTalk Technical Support. I hope you're doing well today. My name is Crizl, I have read above that you are having a technical issue. Can you tell me more about it?
Hi . A pleasant afternoon, you are through TalkTalk Technical Support. I hope you're doing well today. My name is Crizl, I have read above that you are having a technical issue. Can you tell me more about it?

EMPATHY/AWKNOWLEDGE:

Thank you for letting me know and my apologies for the inconvenience that has caused you. We totally appreciate this kind of effort. We in Talktalk would not want any customers to experience such inconvenience. As a consumer myself, I have been to that situation and I understand you. However, nothing to worry about, you have reached the correct department, I will definitely do everything I can to help you with your concern.

- Thank you for reporting your landline/telephone/Wi-Fi/internet issue to us. We totally appreciate this kind of effort. We in Talktalk would not want any customers to experience such inconvenience. As a consumer myself, I have been to that situation and I understand you. However, nothing to worry about, you have reached the correct department, I will definitely do everything I can to help you with your concern.

- I totally understand that this is about your (ISSUE). I know that solving this query is your utmost priority. Rest assured that I'll do my best to sort this one out for you.

- Please accept my deepest sincere apologies that this has caused you inconvenience. No worries, I can definitely assist you with this. I will ensure that you obtain the resolution that you are looking for moving forward. I am going to ask you a few questions to access your account and assist you, is that okay with you?

- I totally understand how important it is to have a working service. No worries, I'll be more than glad to help you and fix this in no time.
- I can assure you that you have come through to the right person as I will do my utmost best to come up with a resolution. I'm sorry you had to deal with this. Let me check what best can be done from our end to resolve the issue.
- I have encountered a similar issue that _______, so I understand quite better. Let me check the best way I can help you.
- I know how frustrating it is to not being able to access the internet since most of our transactions and workloads are done online these days.
- Thank you for bringing this to our attention (subs name), we in TalkTalk will do our best to resolve our subscriber issue the best we can possible. I know how frustrating if the connection of our internet keeps dropping, especially if we are working from home, I wouldn't want that for myself as well, Let's try to diagnose your connection to see what really is the problem.
- Thank you so much for letting us know about . I know that having a strong and reliable internet connection is important nowadays and I am sorry to hear that you're having issues with it.
- I totally understand that it's been very inconvenient in your situation right now that you can't access your internet connection.
-We would never want our customer to feel bad about our service.
- I want everything to be fair on you because I know that this situation is really frustrating. I will help you to the best that I can.
- I can assure you that our only aim is to give you the reliable service that you always deserve.
- I deeply apologize for the inconvenience that it has cause to you, NAME. I really love to solve this query of yours, I know how hard it is for you but rest assure I'm always here to assist you. Please bear with me we will get this through together.
- Please accept my sincere and unreserved apology for any inconvenience it may have caused you.
- I may not have experienced what you are encountering right now however I now it's the cause of what you feel right now.
- Clearly we've upset you, and I want you to know that getting to the bottom of this is just as important to me as it is to you.
- I know how you feel.
- I can understand your situation.
- I don't want you to feel that way.
- I am also a customer like you and I don't want this happening to you.
- I understand where you are coming from.
- If I am in your shoes, I would feel the same way.
- I hear your frustration. Situations like that could really test one's patience. I will do my best to turn things around.
- I understand that this is regarding your . I will do my best to help
- Thank you for letting me know. I understand that this is regarding your account. I will do my best to sort this out for you.
Hello, Christopher. I totally understand that it's been very inconvenient in your situation right now. I can assure
you that you have come through to the right person as I will do my utmost best to come up with a resolution. I'm sorry you had to deal with this. Let me check what best can be done from our end to resolve the issue.

REASSURANCE:
- I will not end this session without helping you with your problem.
- I will not let this day end without giving you the latest update about this fault.
- I want everything to be fair on you because I know that this situation is really frustrating. I will help you to the best that I can.
- I assure you that our only aim is to give you the reliable service that you always deserve.
- I am confident that I have completed all necessary actions within my control to get this request moving for you.
- Please be assured that your concern is in good hands as I will see to it that this will be managed by the network team.
- No worries, you have me now. I would like to take this opportunity to help you.
IDV:
- For us to proceed and for me to pull up your account can you please provide me with your landline number?
- Thank you so much, can you please provide me your 1st and last name please, and are you the account holder?
- Great! How would you like me to address you?
- Thank you for that (NAME). For us to proceed with the issue, I need to verify your account first. I'm going to ask you a few security questions to access your account and assist you with your query/issue today. Is that okay with you?
- Awesome! Can you please provide me with the 1st and 4th characters of your telephone password?
ASQ:
- How about your pets name?
-Thanks, can you please provide me your registered mobile number and registered email address?
- Can I have your registered mobile number please?
- Can I have your registered email address please?
- Perfect! Thank you for the information that you have provided me. Please allow me 2-3 minutes to further check it. Let me pull up your account so that I can start looking into this and rest assured I'll investigate and check my resources to provide you with a resolution to fix the issue. Is that okay?
- Thank you for patiently waiting (NAME).
INSUFFICIENT IDV INFO:
- Address and postcode
- Last bill amount paid
- Last number dialed in their TalkTalk landline or the last 7 days
BUILD RAPPORT:
- And as a part of my extended help to you. I am currently making an extensive note to make sure that your query will get resolve not longer than expected.
- While waiting for the result, I hope you don't mind me asking, how's your day so far?
- Whilst my system is waiting for it to be finished, do you mind me asking, how's the weather like in your area?
- While waiting for the process to be done here in our end, I hope you already have grabbed your cup of tea.
HOLD:
- Can you please hold for a moment while I review the information you have provided. I'll be right with you.
- Please stay on the line for a moment while I review the information. I will get back to you with an answer shortly.
- Sorry to keep you waiting, it is taking a bit longer than expected. Please allow me 2-4 more minutes of your time.
- NAME, would you allow me to hold you for 2-3 minutes to further check my resources here in my end, is that fine with you?
-Thank you so much for patiently waiting on the line, NAME.
AFTER RESOLUTION:
- Your satisfaction is our first priority. Have I answered all your queries? Or do you need assistance with anything else?
- It was my pleasure chatting with you. Let me know if I have missed anything or you have got additional questions or concern.
- We, at TalkTalk, take each of our customers seriously and ensure that we earn your goodwill. I am happy to know that the issue has been resolved.
- Perfect! We we're able to fix the issue together.
- Thank you for your cooperation and patience towards me all throughout the process.
- Aside from _______, Is there anything else that I can help you with today?
- I just want to make sure that all your queries are answered whilst I have you online. Is there anything else that I can assist you with?

CLOSING SPIEL:

- It's my pleasure. Thank you for chatting with us today. Here in TalkTalk, we always want our customers to feel satisfied with our service that's why we are working hard to make our service more efficient and user friendly.
- Your ratings and feedback will be highly appreciated. Please do take the necessary health and safety precaution to stay safe during this pandemic. Your life matters most. Goodbye!
- If you have the time, I just wanted to mention that we do have a brief customer satisfaction survey that we'd be very grateful if you were able to complete. I would appreciate any feedback that you can provide me. Cheers!
- Thank you for reaching out here in TalkTalk. I am glad to be of assistance. If the problem arises again, please don't hesitate to contact us.
- Please bear in mind that you can use My Account to make payments, view bill breakdown and many more. Thank you for chatting with us today, your ratings and feedbacks will be much appreciated. Feel free to express it on the survey after this chat. Please take the necessary health and safety precautions to stay safe during this pandemic. Your life matters most. Bye for now.
- I just want to let you know that it was truly amazing chatting in with you today. Please do take the necessary health and safety precautions to stay safe during this pandemic, Your life matters most. Thank you for being the best part of TalkTalk.Have a nice day!
- Thank you for being one of the valued customer of TalkTalk. Please do take the necessary health and safety precautions to stay safe during this pandemic. This is James, have a lovely day and goodbye!

CONCERN IS RESOLVED:
- It's great to know that we were able to sort this out for you ______ . Here at TalkTalk, we want to make sure that concerns such as what you are experiencing right now get addressed/sorted in a timely manner"
- ________, we did the necessary diagnostics regarding your internet connection issue and arrived at booking an Engineer. I've done that for you. Please take note of your schedule. I'm happy I was able to help you sort this out.
- Here at TalkTalk, we always want to make sure that concerns such as this get fixed in a timely manner. Thank you for being part of us"
SURVEY SPIEL:
- That's great to hear, .Thank you so much for your time and patience and giving me the time to assist. By the way, you may receive a survey after this chat. I would really appreciate if you can rate and provide feedback on the service that I provided. If you have the time, it would mean a lot to me if you could answer a few questions about my service. I hope I have made you happy as you have made me. I would really appreciate your positive feedback on the service that I've provided. Thank you for taking this time to chat with us, have a lovely day. Goodbye.

- If there's nothing else I can help I would like to ask for your time because there will be a survey after this and I will be more than happy if you will answer it based on the service I have provided.

[7/2 4:56 PM] Crizl Ann Trinidad
LARLAR:
- I still need to do some diagnostics test here in my end to identify what is the main complication to you.
- Please know that we highly value your time and our business relationship with you. We will strive to ensure that this issue is not repeated in the future.

ALTERNATIVE NUMBER: Do you have alternative number that we can contact you in case we need to discuss further regarding this query?

NON ACCOUNT HOLDER:
- I truly understand your point on this, and just to set proper expectation that since we cannot access the account, we can still proceed with your query and do the necessary troubleshooting steps. However, in case that our system will need to send out an engineer or replace any faulty devices, I'm afraid that option will no longer be available for us, as we need to access and verify the account to do that. Shall we go ahead and proceed.
- The safety of our customer's account is one of our priorities. We want to make sure that the account is protected. That is how we value our customers' information. This is why we need to verify the account before we continue.
= As a consumer myself, I know the hassle of going through the verification process even if I am the owner of the account when contacting customer service. I am hoping for your utmost understanding upon this as our goal is to safeguard our customer's account.
= Here's what you can do so that whenever you contact us, you can go through the security process smoothly. First, you may advise the account holder or if you have access to the MyAccount online of the account holder, you can set up a telephony password. You can use this link as your guide on how to set up one:https://community.talktalk.co.uk/t5/Articles/Setting-up-your-telephone-password/ta-p/2205212
= Second, you may chat us back with the account holder to assist you in answering the security questions or you may let the account holder chat us using their information and you can continue the conversation if the account holder is unable to proceed in chatting due to some reasons.
= In addition, we can still proceed in assisting you with the troubleshooting/diagnostic test however I just want to set proper expectations that we cannot make changes in the account, we do not disclose any account specific information, we cannot add a network divert and we cannot book an engineer if there's a need to.
TRANSFER:
- I will be transferring you to our ________ Team. Please be advised that there may be a possible wait time for you to get connected to the next agent. Please do not close the conversation.
- I understand your query, my resources are limited based on the nature of your query, the best team that can assist you with it is our Retention team . Would you like for me to go ahead and transfer you directly to them?
BOOK AN ENGINEER:

-We have gone through the troubleshooting/diagnostic test and our system was able to determine that there's a need for an engineer to visit your premise to check and fix the issue. We can now set up an appointment for an engineer visit in your own preferred time and date. May I know if you want to proceed?

VULNERABLE AWKNOWLEDGEMENT:
- Vulnerable acknowledgement sample(hearing problem): We appreciate your patience for reaching us out many times and thanks for letting me know that you couldn't hear them. I'll definitely note your account to ensure this will be handled accordingly.
APOLOGIZE:
- I apologize if our service did not meet your expectations. I appreciate you taking the time to share your concerns with us.
OFFER SPIEL:
- In regards to that we definitely have other or higher packages available to offer Brandon, If you want I can provide you the contact number of our team so you can give them a call so they can check other plans for you.
Setting up your telephone password
You can manage your telephone enquiry password in My Account. This is the password you'll use to access your account details when contacting us by phone. You should keep this safe and only share it...

This customers exchange is currently experiencing an outage. Data is affected. Our Engineers are aware of the issue and are currently investigating

Preliminary investigations are underway with our engineers to determine the root cause of this network incident. At this stage we are unable to issue an ERT until our engineers have completed further diagnostics.