Notes

*OPENING SPIEL*

Hello, a pleasant afternoon! You have now reached TalkTalk Customer Service and Billing Department. I hope you are doing well today. This is Fabe,

Hello, a lovely evening to you! You have now reached TalkTalk Customer Service and Billing Department. I hope you are doing well today. This is Fabe,

EMPATHY
I appreciate you for contacting us regarding with this. Don't worry, I'll be more than happy to assist you with this.

I apologize for the inconvenience this has caused you. No worries I would love to help you with your query and I totally understand what you are feeling right now because I am also a customer myself.

I see. I apologize for the confusion this has caused you. No worries, allow me to explain things further for you.


PULL UP ACCOUNT
For me to assist you further, can you please provide to me the 1st and 3rd character of the password on the account?

For me to assist you further, can you please provide to me the registered mobile number and email address on the account?

WHEN PULLED UP
Great! Thank you so much for your full cooperation, I have now gained access to your account. Please give me 2-3 minutes to check on it. Thank you.

NOT PULLED UP- IDV FAILED
Thank you so much. However, some of your responses did not matched as to what I have here on my system. No worries,

HOLD
Thank you for patiently waiting on the line.

For me to assist you in a timely manner, please allow me 3-5 minutes while I look into your account and get back to you.

Please allow me 2-3 minutes to further investigate on this issue.

Hi, sorry for the long wait. Please allow me 2-5 more minutes to further check on this.

Sorry to keep you waiting, it is taking a bit longer than expected. Please allow me 2-4 more minutes of your time.

RAPPORT
While waiting for the line to complete, may I know how are you today?

TRANSFER
I see. Allow me to transfer you to the right team who can further assist you on this matter. Please do stay on this chat.

TEMP-CHECK
Is there anything else I can assist you with today? I just want to make sure everything is covered.

Thank you for your cooperation and patience towards me all throughout the process. Aside from this query, Is there anything else that I can help you with today?

I hope I was able to help you here by taking a look into this. Would there be anything else that I can further assist you aside from this?


CLOSING SPIEL

It's great to know that we were able to sort this out for this query .
Here at TalkTalk, we want to make sure that concerns such as what you are experiencing right now get sorted in a timely manner.

It's a pleasure to assist a valued customer like you. There'll be a feedback after this chat and I would appreciate if you answered it, with how I assisted you today.
I appreciate your time for having me. Thank you for choosing TalkTalk. Have a great day. Keep Safe!

Please bear in mind that you can use My Account to make payments, view bill breakdowns and many more or you can also visit our website at www.talktalk.co.uk.

Once again, this is Fabe.
Have a lovely day ahead!

-------------------------------

Always a pleasure!
If that's the case, thank you for contacting TalkTalk Customer Service Department.
Just to let you know, you can use My Account to make payments, view bill breakdowns and many more or you can also visit our website at www.talktalk.co.uk.

Once again, this is Fabe. I would really appreciate your feedback on the service that I’ve provided.
Thank you for choosing TalkTalk. Have a great day. Keep Safe!