Notes

PRE CHAT SURVEY: with "Technical Issue"
Good afternoon, . You are now through to Irin from TalkTalk Technical Support Chat Department.
I hope that you are doing well today.
I understand that you are currently having a technical issue.
To better assist you, may you please elaborate more about your current issue?
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PRE CHAT SURVEY: without "Technical Issue"
Good afternoon,. You are now through to Irin from TalkTalk Technical Support Chat Department.
I hope that you are doing well today.
Since you are routed to our department, I believe that you are currently having a technical issue.
To better assist you, may you please elaborate more about your current issue?
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PREVIOUS CONVERSATION
Good morning,. You are now through to Irin from TalkTalk Technical Support Chat Department.
I hope that you are doing well today.
I can see here that you have contacted us ___________ regarding your _________ and you were advised to ___________ .
To better assist you, can you please tell me more about what transpired during your previous contact?
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Hi! a pleasant morning, you are through TalkTalk Technical Support Team. I hope you're doing well today. My name is Irin, how do I assist you?

Hi! a pleasant afternoon, you are through TalkTalk Technical Support Team. I hope you're doing well today. My name is Irin, how do I assist you?
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Thank you so much for chatting us today. I'm happy to assist you and I hope you are happy also with the service. Goodbye and have a bless day!

*I am fully committed to help you in every way for this query
*Oh, I apologize for the inconvenience this has caused you. This is not the service we want to experience to our valued TalkTalk customer.
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IDV:
> 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?
> Can I have your registered mobile number and email address associated to the account?
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Closing spiel:
Thanks for the positive response. Talktalk is pleased to hear that you are happy with the service. You have been very kind and patient to me, thank you. It’s been an absolute pleasure chatting with you and thank you for getting in touch with TalkTalk today.

Just a small favor, if that's okay. You may receive a 2-question survey after this chat, please read it carefully as the options may change. I would really appreciate if you can rate and provide feedback on the service that I provided to you today. Thank you for allowing TalkTalk to be part of your home. I wish you well everyday. Bye now!
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Unresponsive:
Hi, CUSTOMER'S NAME. I have waited for you here in chat and It seems like you are already away from the chat or doing important matters. I will need to close the chat as you have been unresponsive.

If you have additional questions in the future, please do contact us. You can also visit our website for additional troubleshooting : https://community.talktalk.co.uk.

Thank you for taking this time to chat with us. Have a wonderful and lovely day.

Stay safe and take care always.
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Is there anything else I can assist you with aside from this query?
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I would like to emphasize the fact even though you will speak with someone they can still give you the same idea or things that needs to do first.
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- 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?


May I ask if you`re line now is full fibre Sharmael or you are still on traditional copper line?

Alright, that's good to hear. However, we also need to do it here on our end to get proper documentation to every troubleshooting we will be doing and for our system to capture every internal issue may it cause.

Sharmael, as per checking on our end, our system identified your problem to be assisted by our full fiber technical team to better assist you and save your time since this is the perfect department that could look into your issue. Should I go a head get a representative for you?

IDV passed via telephone password.

Reason for contact::I moved to another contract a while ago. On my direct debit instead of 20£, I have to pay 100£. So can you tell me why I have to pay 100£?

Kindly further assist cx