Notes
Notes - notes.io |
(OPENING SPIEL)
Hi, Good Afternoon. My name is Hussam. You are through TalkTalk Technical Chat Support Team. Now that you are chatting through me, I will do my best to assist you. I hope you are doing well today. How can I help you?
Good Afternoon, NAME. Nice meeting you. This is Hussam of TalkTalk from Technical Department; I hope that you are doing well today. I'm very sorry to know that you've been on the que for XX minutes since we are currently receiving high volume of chats. I understand you have Technical query for us, can you please tell me more about your query?
(Pre-chat)
Good Afternoon, XXX. This is Hussam of TalkTalk from Technical Department, I hope that you are doing well today. I understand you have Technical query for me. Can you please tell me more about it?
(If DPA Passed)
Good Afternoon, NAME. This is Hussam of TalkTalk from Technical Department. Thank you for logging in through your My account and completing the account verification. I hope that you are doing well today. I am sorry if you're having technical issues with your services. Can you please tell me about your query for us to address it?
(IDV QUESTIONS)
Thank you. To start, may I know the first and third characters of the password of the account, please?
That's fine (NAME). I'll ask you another question for me to fully verify your account instead, would that be okay with you?
Great! How about the registered mobile number of the account?
Perfect! One more question for me to fully verify your account. May I have the registered email address of the account?
(IDV Passed)
Great! That matches our records. Thank you for the information that you have provided me with. I can confirm that you have successfully passed your security check. I have now gained access to your account. Please allow me 3-5 minutes while I look into your account and get back to you.
(IDV Failed)
Thank you. I am sorry for this, you did not pass the security verification as the details you have provided me did not match the ones on the account. No worries, I can still report this as a fault and will assist you with general inquiry. I have now gained access into the account.
*****CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED****
I can see that you’ve gone through our self-help flow, there’s a few more checks that I need to run through with you, and I’ll need to confirm the steps you’ve already completed along the way. Don’t worry, I won’t ask you to repeat anything that you’ve already done again.
(Empathy)
Please accept my sincere and unreserved apology for any inconvenience it may have caused you. I will ensure that you obtain the resolution that you are looking for moving forward. I am going to ask you a few security questions to access your account and assist you, is that okay with you?
Thank you so much for reaching out to us with regards to your ___ service. I certainly know how difficult it is having _____ and I understand the urgency of this matter to be fixed immediately. This is not the experience every customer in TalkTalk should have. Now I would like to assure you that you have reached the right team. I will definitely make sure that all options are exhausted to resolve this issue.
I do appreciate you bringing this to our attention. I deeply apologize on behalf of TalkTalk for the inconvenience this has caused you. This is not the service we want to experience to our valued TalkTalk customer. I may not understand what you feel right now, but I know what it feels to go through problems like that. Hearing all of these made me say that this is really not good to hear because personally aside from working in this industry, I am also a consumer who pays for my monthly bills. And if I will be on the same situation as yours, I will feel the same way too. Rest assured, I'll investigate this and check my resources and I will definitely make sure that all options are exhausted to resolve this issue.
(Update Security Details)
I can see here that there is a missing account information for the security of your account, do you wish to add it now?
Can you provide me a telephone password that you wish to have? It should be 6 and above characters and you can use digits.
Thank you. Please choose one of these questions and the answer of it.
What is your childhood pet's name?
What is the last name of my childhood best friend?
What street did you grow up on?
Awesome! Thank you for providing me those information. I truly appreciate your effort to answer the security questions and providing me with these details.
(Chasers)
I just want to check if everything is okay as I haven't received a response from my last post to you?
Just to confirm, are we still connected?
(Probing Questions) Slow speeds/Dropping.
How many devices are connected to the router at the same time?
Have you already run a speed test before contacting us?
Is there any electrical devices near your router?
Are you living in a congested or crowded area?
When did the problem with your broadband started?
Is it a dropping connection where sometimes you can't access the internet or is it a total loss of service?
(PROBING QUESTION FOR TELEPHONE)
When you pick up the handset, do you hear a dial tone?
(Set Expectation)
Just to set your expectations, I'll be your troubleshooting buddy for now as I will run some checks here on my end to identify what is the cause of the issue you are experiencing, therefore, while troubleshooting I'll be asking questions along the way, and I would need your full cooperation in order for me to proceed with every step of the process. Is that okay with you?
Just to set proper expectations, I will be asking some questions in relations to your query for me to have full understanding on your concern and for me to give you the proper resolution as quick as possible.
FOR TECHNICAL SUPPORT VOICE (IF CX WANTS TO CALL SOMEONE ELSE):
We have a dedicated team which is our Technical Support Voice if you wish to speak to someone over the phone, you can call them on 0345 172 0088 between 09:00-19:00 Mon-Fri and 09:00-18:00 Saturday, and they will be more than happy to help you with your technical queries.
IF CX IS NOT AT HOME
Oh, I see. Thank you for letting me know about this. I've started the line testing, and it shows we need to complete some in-home checks to further pinpoint what is causing the internet to keep on dropping. This will allow us to identify what type of engineer is needed to get this resolve or if an equipment is already faulty and needs to be replaced. We will be running a relevant check in your line and perform some troubleshooting steps for us to determine what's causing for your internet to not work. For us to proceed, we highly suggest for you to be at the premise where your TalkTalk services were installed. This is to make sure everything is covered.
As you are not currently at home, we cannot complete the relevant checks needed to help diagnose your problem. We are going to send you a Supermail with all of the checks you need to complete to help fix the issue.
If you are still experiencing an issue after these checks, please contact us back and we will help diagnose this further.
ADVISE CX TO CALL BACK WHEN AT HOME (AS ADVISED BY PF) SPIEL:
Could you please contact us again when you're at home? We need you to be at the property to aid us to pinpoint the fault, so we can escalate to the correct engineer if necessary. You can also visit our help site at https://community.talktalk.co.uk/
(TRANSFER SPIEL)
I sincerely apologize for the inconvenience this has caused you. However, our department doesn't have the information you need. I would love to help arrange and correct this for you, but even the access to your account is limited here on my end due to the limited scope of support. I'm so sorry for the limitations. The good news is, there is a specialized department that can help us organize your request. I can transfer you to that team right now through chat. Would you mind if I transfer you to the right department?
I will be transferring you to our XXXXXX Team for them to help you get this sorted. Please be advised that there may be a possible wait time for you to get connected to the next agent. Please do not close the chat as we help you look for an available representative.
No worries. I've added notes regarding our conversation and your query to save your time from repeating yourself to the receiving agent. Please give me a moment as I process the transfer for you.
(IS THERE ANYTHING ELSE STATEMENT)
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?
You're most welcome. Anything for our valued customer like you. It's my pleasure to be of assistance to you. I would like to thank you for your kindness, patience and politeness. You were absolutely amazing. Let me know, if I have missed anything or you have got additional questions just to make sure everything is covered.
May I know if are you happy and satisfied with the resolution that TalkTalk has provided you today?
Your satisfactory means everything to us. Have I addressed all of your queries for today?
Please keep an eye on your service over the next few days to ensure that it is working correctly. If the issue happens again, please do not hesitate to contact us again.
Thank you and by the way, If I can take 10 seconds of your time. I would really appreciate your feedback on the service that I have provided today.
You have been very kind and patient to me, thank you. It’s been an absolute pleasure chatting with you and thank you for getting in touch with TalkTalk today.
Just a small favor, if that's okay. You may receive a 2-question survey after this chat, please read it carefully as the options may change. I would really appreciate if you can rate and provide feedback on the service that I provided to you today. Thank you for allowing TalkTalk to be part of your home. I wish you well every day. Once again, this is Hussam from Technical Department. Bye for now!
A minute or two after the conversation is closed, there is a quick survey based on our interaction for today and your participation is highly appreciated. Once again, this is Hussam from TalkTalk Technical Support Team. Have a good day and keep safe always,
(CLOSING SCRIPT)
You have been very kind and patient to me, and it’s been an absolute pleasure chatting with you. Thank you for getting in touch with TalkTalk and for giving me the chance to assist you today. We value your partnership with us and you choosing TalkTalk means a lot to us. Your satisfactory means everything to us. Please do stay safe and healthy always. Once again, this is Hussam from Technical Department wishing you to have a great day! Bye for now.
You're most welcome. I should be the one thanking you for giving me the chance to help you today. It's been an honor communicating and helping you as a valued customer of TalkTalk. I would really appreciate your feedback on the service I have provided. Thank you so much for contacting TalkTalk. Once again, this is Hussam. Have a wonderful day ahead. Please do stay safe and healthy always. Goodbye.
I'm sorry we couldn't finish our conversation. I would really love to help you out with your query, however, as I haven't heard from you for some time, I'm going to close this chat. If you need any help in future, please do not hesitate to contact us again. Thank you for giving me the chance to assist you today. We value your partnership with us and you choosing TalkTalk means a lot to us. Hopefully, this will not affect your overall experience with us. Once again, this is Hussam from Technical Department wishing you to have a great day! Bye for now.
(IS THERE ANYTHING WITH CLOSING)
Is there anything else that I can assist you with, while i have you on the line?
Thank you so much for contacting TalkTalk Technical Support. You may receive a 2-question survey after this chat, Once again this is Hussam, have a good day.
Glad to hear that, You may receive a 2-question survey after this chat, I would really appreciate your feedback on the service I have provided. Thank you so much for contacting TalkTalk Technical Support. Once again this is Hussam, have a good day.
You're most welcome.
Hi, Good Afternoon. My name is Hussam. You are through TalkTalk Technical Chat Support Team. Now that you are chatting through me, I will do my best to assist you. I hope you are doing well today. How can I help you?
Good Afternoon, NAME. Nice meeting you. This is Hussam of TalkTalk from Technical Department; I hope that you are doing well today. I'm very sorry to know that you've been on the que for XX minutes since we are currently receiving high volume of chats. I understand you have Technical query for us, can you please tell me more about your query?
(Pre-chat)
Good Afternoon, XXX. This is Hussam of TalkTalk from Technical Department, I hope that you are doing well today. I understand you have Technical query for me. Can you please tell me more about it?
(If DPA Passed)
Good Afternoon, NAME. This is Hussam of TalkTalk from Technical Department. Thank you for logging in through your My account and completing the account verification. I hope that you are doing well today. I am sorry if you're having technical issues with your services. Can you please tell me about your query for us to address it?
(IDV QUESTIONS)
Thank you. To start, may I know the first and third characters of the password of the account, please?
That's fine (NAME). I'll ask you another question for me to fully verify your account instead, would that be okay with you?
Great! How about the registered mobile number of the account?
Perfect! One more question for me to fully verify your account. May I have the registered email address of the account?
(IDV Passed)
Great! That matches our records. Thank you for the information that you have provided me with. I can confirm that you have successfully passed your security check. I have now gained access to your account. Please allow me 3-5 minutes while I look into your account and get back to you.
(IDV Failed)
Thank you. I am sorry for this, you did not pass the security verification as the details you have provided me did not match the ones on the account. No worries, I can still report this as a fault and will assist you with general inquiry. I have now gained access into the account.
*****CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED****
I can see that you’ve gone through our self-help flow, there’s a few more checks that I need to run through with you, and I’ll need to confirm the steps you’ve already completed along the way. Don’t worry, I won’t ask you to repeat anything that you’ve already done again.
(Empathy)
Please accept my sincere and unreserved apology for any inconvenience it may have caused you. I will ensure that you obtain the resolution that you are looking for moving forward. I am going to ask you a few security questions to access your account and assist you, is that okay with you?
Thank you so much for reaching out to us with regards to your ___ service. I certainly know how difficult it is having _____ and I understand the urgency of this matter to be fixed immediately. This is not the experience every customer in TalkTalk should have. Now I would like to assure you that you have reached the right team. I will definitely make sure that all options are exhausted to resolve this issue.
I do appreciate you bringing this to our attention. I deeply apologize on behalf of TalkTalk for the inconvenience this has caused you. This is not the service we want to experience to our valued TalkTalk customer. I may not understand what you feel right now, but I know what it feels to go through problems like that. Hearing all of these made me say that this is really not good to hear because personally aside from working in this industry, I am also a consumer who pays for my monthly bills. And if I will be on the same situation as yours, I will feel the same way too. Rest assured, I'll investigate this and check my resources and I will definitely make sure that all options are exhausted to resolve this issue.
(Update Security Details)
I can see here that there is a missing account information for the security of your account, do you wish to add it now?
Can you provide me a telephone password that you wish to have? It should be 6 and above characters and you can use digits.
Thank you. Please choose one of these questions and the answer of it.
What is your childhood pet's name?
What is the last name of my childhood best friend?
What street did you grow up on?
Awesome! Thank you for providing me those information. I truly appreciate your effort to answer the security questions and providing me with these details.
(Chasers)
I just want to check if everything is okay as I haven't received a response from my last post to you?
Just to confirm, are we still connected?
(Probing Questions) Slow speeds/Dropping.
How many devices are connected to the router at the same time?
Have you already run a speed test before contacting us?
Is there any electrical devices near your router?
Are you living in a congested or crowded area?
When did the problem with your broadband started?
Is it a dropping connection where sometimes you can't access the internet or is it a total loss of service?
(PROBING QUESTION FOR TELEPHONE)
When you pick up the handset, do you hear a dial tone?
(Set Expectation)
Just to set your expectations, I'll be your troubleshooting buddy for now as I will run some checks here on my end to identify what is the cause of the issue you are experiencing, therefore, while troubleshooting I'll be asking questions along the way, and I would need your full cooperation in order for me to proceed with every step of the process. Is that okay with you?
Just to set proper expectations, I will be asking some questions in relations to your query for me to have full understanding on your concern and for me to give you the proper resolution as quick as possible.
FOR TECHNICAL SUPPORT VOICE (IF CX WANTS TO CALL SOMEONE ELSE):
We have a dedicated team which is our Technical Support Voice if you wish to speak to someone over the phone, you can call them on 0345 172 0088 between 09:00-19:00 Mon-Fri and 09:00-18:00 Saturday, and they will be more than happy to help you with your technical queries.
IF CX IS NOT AT HOME
Oh, I see. Thank you for letting me know about this. I've started the line testing, and it shows we need to complete some in-home checks to further pinpoint what is causing the internet to keep on dropping. This will allow us to identify what type of engineer is needed to get this resolve or if an equipment is already faulty and needs to be replaced. We will be running a relevant check in your line and perform some troubleshooting steps for us to determine what's causing for your internet to not work. For us to proceed, we highly suggest for you to be at the premise where your TalkTalk services were installed. This is to make sure everything is covered.
As you are not currently at home, we cannot complete the relevant checks needed to help diagnose your problem. We are going to send you a Supermail with all of the checks you need to complete to help fix the issue.
If you are still experiencing an issue after these checks, please contact us back and we will help diagnose this further.
ADVISE CX TO CALL BACK WHEN AT HOME (AS ADVISED BY PF) SPIEL:
Could you please contact us again when you're at home? We need you to be at the property to aid us to pinpoint the fault, so we can escalate to the correct engineer if necessary. You can also visit our help site at https://community.talktalk.co.uk/
(TRANSFER SPIEL)
I sincerely apologize for the inconvenience this has caused you. However, our department doesn't have the information you need. I would love to help arrange and correct this for you, but even the access to your account is limited here on my end due to the limited scope of support. I'm so sorry for the limitations. The good news is, there is a specialized department that can help us organize your request. I can transfer you to that team right now through chat. Would you mind if I transfer you to the right department?
I will be transferring you to our XXXXXX Team for them to help you get this sorted. Please be advised that there may be a possible wait time for you to get connected to the next agent. Please do not close the chat as we help you look for an available representative.
No worries. I've added notes regarding our conversation and your query to save your time from repeating yourself to the receiving agent. Please give me a moment as I process the transfer for you.
(IS THERE ANYTHING ELSE STATEMENT)
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?
You're most welcome. Anything for our valued customer like you. It's my pleasure to be of assistance to you. I would like to thank you for your kindness, patience and politeness. You were absolutely amazing. Let me know, if I have missed anything or you have got additional questions just to make sure everything is covered.
May I know if are you happy and satisfied with the resolution that TalkTalk has provided you today?
Your satisfactory means everything to us. Have I addressed all of your queries for today?
Please keep an eye on your service over the next few days to ensure that it is working correctly. If the issue happens again, please do not hesitate to contact us again.
Thank you and by the way, If I can take 10 seconds of your time. I would really appreciate your feedback on the service that I have provided today.
You have been very kind and patient to me, thank you. It’s been an absolute pleasure chatting with you and thank you for getting in touch with TalkTalk today.
Just a small favor, if that's okay. You may receive a 2-question survey after this chat, please read it carefully as the options may change. I would really appreciate if you can rate and provide feedback on the service that I provided to you today. Thank you for allowing TalkTalk to be part of your home. I wish you well every day. Once again, this is Hussam from Technical Department. Bye for now!
A minute or two after the conversation is closed, there is a quick survey based on our interaction for today and your participation is highly appreciated. Once again, this is Hussam from TalkTalk Technical Support Team. Have a good day and keep safe always,
(CLOSING SCRIPT)
You have been very kind and patient to me, and it’s been an absolute pleasure chatting with you. Thank you for getting in touch with TalkTalk and for giving me the chance to assist you today. We value your partnership with us and you choosing TalkTalk means a lot to us. Your satisfactory means everything to us. Please do stay safe and healthy always. Once again, this is Hussam from Technical Department wishing you to have a great day! Bye for now.
You're most welcome. I should be the one thanking you for giving me the chance to help you today. It's been an honor communicating and helping you as a valued customer of TalkTalk. I would really appreciate your feedback on the service I have provided. Thank you so much for contacting TalkTalk. Once again, this is Hussam. Have a wonderful day ahead. Please do stay safe and healthy always. Goodbye.
I'm sorry we couldn't finish our conversation. I would really love to help you out with your query, however, as I haven't heard from you for some time, I'm going to close this chat. If you need any help in future, please do not hesitate to contact us again. Thank you for giving me the chance to assist you today. We value your partnership with us and you choosing TalkTalk means a lot to us. Hopefully, this will not affect your overall experience with us. Once again, this is Hussam from Technical Department wishing you to have a great day! Bye for now.
(IS THERE ANYTHING WITH CLOSING)
Is there anything else that I can assist you with, while i have you on the line?
Thank you so much for contacting TalkTalk Technical Support. You may receive a 2-question survey after this chat, Once again this is Hussam, have a good day.
Glad to hear that, You may receive a 2-question survey after this chat, I would really appreciate your feedback on the service I have provided. Thank you so much for contacting TalkTalk Technical Support. Once again this is Hussam, have a good day.
You're most welcome.
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