Notes

OPENING SPIEL
Hi! Good morning, I hope you are doing well, you are now connected to Mark from TalkTalk Order Management Team, how can I assist you today?

Hi! Good afternoon, I hope you are doing well, you are now connected to Mark from TalkTalk Order Management Team, how can I assist you today?

Hello! Good evening, I hope you are doing well, you are now connected to Mark from TalkTalk Order Management Team, how can I assist you today?

Your chat has been transferred to me, and it is my pleasure to be given the opportunity to help you with your query. Please give me a minute or two to read-through the conversation you had with the previous agent so I will have an overview of your issue.

EMPATHY STATEMENT/IDV STATEMENT
Thank you for bringing this to my attention, and rest assured that you have reached the appropriate person.

I'm sorry you had to deal with this, but I'll do my best to find a solution. Let's get this sorted out together. Please allow me to pull up your account here.

Thank you for bringing this to our attention. I sincerely apologize if you are having an issue. This is not the service we want to experience to our valued Talk-Talk customer.

IDV QUESTION
Right now, I will be asking you some series of question in order for me to locate and to have a full access to your account. Can you help me with that?

Great! Can you please confirm to me the first and third characters of your password?

Great! Can you please confirm to me your mobile number?

Awesome! How about your registered email address?

Thank you for verifying security, Mark. I now have a full access to your account.

Allow me to investigate your issue today on your account. And let's see what we can do here. Do you mind holding on for about 2-3 minutes while I look up the solution? Do you agree with that?

ON HOLD SPIEL

I apologize for making you wait. It's taking a little bit longer than I thought. Please give me another 2-3 minutes of your time. Is that all right?

I apologize, but I need a few moments to solve this issue. Do you mind holding on for about 2-3 minutes while I look up the solution? Is that okay with you?

We apologize for the inconvenience you have faced. We’re very sorry. We will take care of the issue as a top priority for you. Please allow me 2-3 minutes while I figure it out for you. Would that be fine?

DELAYED EQUIPMENT DELIVERED
Thank you for bringing this concern to our attention. I totally understand the urgency to have the equipment, I'm sorry to hear that I am not the first person you've reached to have this concern be sorted. No worries, I am here to help, and I assure you that I'll do my best to check my resources for the details and give a resolution.

Thank you for your kind patience, I have checked on the account and identified a slight delay on the services, I am a customer myself and I understand that this may be causing a huge inconvenience to you as the services are delayed, for that please accept my apologies. In this case I will have to chase this up with Openreach and get feedback on what the hold up and how soon can this be resolved for us, please allow me 3-5 minutes, should it be longer I will refresh you within the time frame of what we are doing.

Okay I totally understand where you are coming from and to be honest with you, your services will not be activated today since there is an ongoing delay.


CLOSING SPELL
Thank you so much for allowing us to help your concern today. Here in TalkTalk we value each of our customer because we care, we challenge, and we commit to do better.
You're most welcome! Is there anything else that I can help you aside from these?
You're most welcome, are happy and satisfied on how I assisted you today?
Perfect! before you leave the conversation, I would really appreciate if you will provide me feedback regarding with the service that I provided you today. Would it be fine?

Perfect! Once again this is Mark from TalkTalk Order Management Team, stay safe and have a wonderful day ahead!


Order status fulfillment but not dispatched and already go live date
There's a note here stated that it was fulfilment requested it means your order has been process and we were just waiting for the acknowledgement. Once the item will be acknowledged you will receive an email about the delivery.

Order not received even though equipment is already dispatched
There's a note here stated that it was fulfilment requested it means your order has been process and we were just waiting for the acknowledgement. Once the item will be acknowledged you will receive an email about the delivery and normally you will receive these 2 days prior to the go live.

Implementation Delay
Thank you for patiently waiting, upon checking on my resources is that your order is complete however it is delay in the processing. This may be due to possible "new appointment that is required for another fault line check or exchange delay.

Order Rejections
I can see that there is an issue with your order. The reason is that the address that we have doesn't match the other system.


CLOSE CHAT CUSTOMER WENT OFFLINE
I understand that you have queries for me, and I will be happy to help you. However, I see that you are unresponsive to this chat. Please do understand that I need to ask questions for me to process your request. Please allow me to close this chat for me to assist other customers that need help. No need to worry, you can contact us again. We are open from Mon to Fri, 9am–6pm, and Sat to Sun, 9am–5.30pm. If you'll reach us back, rest assured you will be assisted accordingly. Goodbye for now. Keep safe. Have a good one!

TRANSFER SPIEL
I really appreciate how patient you are. Based on my own checks, I've confirmed that your issue is already outside of our purview. I wish I could help you today, but I am not in a position to do so because of a lack of resources. However, I'll put you in touch to the right department so that your question may be answered.

I really do understand that you have a problem with. As much as I would love to help you, due to the nature of your query, I’m unable to since I don’t have the right tools to assist you further. However, I can go ahead and transfer you to the right team which is for further assistance. It may take a couple of minutes but please stay on the line whilst I'm connecting you to them.

I confirmed that your account is on a full fiber package. As much as I would love to help with your concern today, however, I only have limited tools to access your query since your account is under a full fiber package. No worries: I'll route this chat to the appropriate department to assist you today. Would that be, okay?

And also, just to give you a heads up they are experiencing right now a high volume of chat. I really appreciate your patience to wait. Please do not close the windows chat!

Cancellation Request
We are sorry to hear that you are thinking of leaving us, Mark. While we do respect your decision, we would hate to lose such a valued customer like you so how about we take at your account first. Can you tell us why you are thinking of cancelling your line?

REQUESTING EARLIER DATE
The appointment for your activation is system generated and what we can only do is to schedule a later appointment from your actual activation date, however you don't have to worry. Once the service is activated, you will have the best and most reliable internet connection.

GO LIVE DATE TODAY
Since you just gone live today your service is in stabilization period which means we need to wait until 10pm

DOWNTIME SPIEL
Hi, we would love to cater to your queries, and I can tell how urgent it is. However, we're experiencing system maintenance and we cannot pull up your account as of this moment. No worries, our team is currently working on it. We sincerely apologize for any inconvenience this has caused you right now. We recommend you chat us back in 2-3 hours when we hope the system will be fully restored and we can help you with your query.