Notes

OPENING SPIEL:
> Hi! a pleasant morning, you are through TalkTalk Technical Support. I hope you're doing well today. My name is Irin, how do I assist you?

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EMPATHY/ACKNOWLEDGE:
> Thank you for bringing this our attention. We totally appreciate this kind of effort. We in TalkTak 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.
> 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.
> 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 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.
> 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.
> 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?

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REASSURANCE:
> No worries, you have me now. I would like to take this opportunity to help you.
> 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.

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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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SUCCESSFULLY PULL UP THE ACCOUNT:
> Perfect! Thank your 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?

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INSUFFICIENT IDV INFO:
> Address and postcode
Last bill amount paid
Last number dialed in their TalkTalk landline or the last 7 days

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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 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.

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AFTER RESOLUTION:
> Your satisfaction is our priority. Have I answered all you 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.
> 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?

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CLOSING SPIEL:
> 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.
> 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.
> 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!
> 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!

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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"

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SURVEY SPIEL:
> That's great to hear. Thank you so much for your time and patience and giving me the time to assist you. By the the way, you may received 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. 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.

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