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>A very good day to you, you are through to the TalkTalk Technical Support Team. I hope that you are doing well today. My name is Irin, how do I assist you?
EMPATHY/ACKNOWLEDGE:
>Thanks for bringing this to our attention and my apologies for the inconveniences caused . I want you to know that I am fully committed to help you in every way possible with this query.. I will need to access your account so I can check this for you.
EMPATHY + ASSURANCE:
(BOOK ENGINEER) Thanks for waiting, (NAME). Upon doing the line test here on my end it seems that we need to send you an engineer to further investigate your issue. For us to get your internet to be working is that we need to send an Engineer. We have done all the troubleshooting that is needed it's just that we are not getting any progress.
> I do understand your point there . I am also a consumer and it is very inconvenient that you have experienced this kind of situation. Everything is already documented in your account. I do appreciate all the things that you have done for me and also for the time.
>I understand that you're having problem using your internet service today and I apologize that your work is affected at the moment but I'll check what's going on here to fix the issue.
>I do apologize you're having this problem definitely, I will make sure that this gets resolved for you.
>Sure thing! I'll be more that happy to assist you, and no worries, I'll do my best to help and fix you concern.
>Thank for waiting (NAME), as per doing the line test on my end we've done all the troubleshooting and it's seem that everything was working and all good so far. However, we still trying our best here to get the better speed connection that you wanted to have. No worries , I will annotate the things that we've done for today so that once you chat/call us back here you'll never repeat yourself.
IDV:
>I can see here as well that your account has already been authenticated when you logged in to My Account so there's no need to go through the security questions.
>Thank you so much. I truly appreciate your effort to answer the security questions, and providing me with these details.
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