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Bill Added Charges
Sim Only Upgrade
Airtime and Handset Upgrade
Opening Spiel
Thank you for calling O2, _____ Speaking how may help you today?
ID & V
I will be asking a series of verification question for us to move forward and open your account,
Can I have your full name please?
Are you the account holder?
Do you the mobile number with you?
I'll be sending two types of text, 1 for fraud and the other one is for the code.
I'll be needing 3 random characters of your security answers which stated here about..
KBA/Finalfallback
Thank you for passing the security, we can proceed now with your concern.
Asking the concern/ reiteration or acknowledging the concern
Let's pause for a moment to check that we're on the same page
Questioning
Empathy
I'm sorry that you are going through with this frustration, don't worry I can definitely help you with your concern and rest assured I will give everything to resolve this matter.
Positive Language
I'm so glad to help you with that concern
I will be dealing with this and will make sure that we have the outcome needed
Object Handling
System
Use the agent Script and KB all the time
Resolutions
I will explain my proposal resolution to you, let me know if you're happy and we can proceed with it
Now that we resolved the issue, we can now proceed to the next one.
Case
I did file a complaint regarding your concern, but I know that we resolved it already, would you mind if I close the case?
Before wrap up
Package Review:
I know that we already resolved your concern, but I just wanted to ask is you r current package with us suited your needs?
Would you like to discuss your current usage needs and get the best package to suit you?
Selfserve
By the way, we have a great connect app, which is the O2 app and our O2 website, you can definitely utilize the app to check your data or bill, change tariff, do payments and other more stuffs.
Further Assistance
Is there anything else I can help you with?
Agent Conduct and following business process
Ownership: Always take the full ownership of every customer concern
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