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Hi [Customer name], I hope you're well. You are through to MJ from TalkTalk Customer Service and Billing Team, thanks for waiting. Please can you tell me a little more about your issue?
As you've logged into MyAccount, I won't need to ask security questions. Your account lacks a pre-defined security question. Shall I update it for full security and easy verification in the future or later in MyAccount?
IDV:
I understand that you need to sort your issue about {CONCERN}. Nothing to worry, I'll be here to assist you. To proceed, I need to pull up the account through security check. Are you happy to proceed?
We can send a one-time code to your registered email and/or mobile number for security. Which do you prefer? Thank you.
I have sent the code to your mobile. Kindly confirm the one-time code received. Thank you.
Great! that matches on our records. I can see that your account lacks a telephony password & pre-defined question for authentication. Would you like me to update now or later in MyAccount?
Please create a secure telephony password with at least 6 characters and a pre-defined question, like "What is your childhood pet's name?" Thank you.
Thank you. May I ask your contact preference?
1. Email
2. Letter
3. SMS
4. Telephone
I have updated your security details successfully. Please take note for easier account verification next time. Thank you.
Temp check: You're welcome. I hope that I've provided you the resolution today. Is there anything else that I can help you with?
Hold:
I just want to check if everything is okay as I haven't received a response from my last post to you?
Thank you for the feedback. I just want to confirm if your security details are up to date such as password, e-mail address, mobile number & pre-defined question. If you would like to update your security details in your free time. You can update it through MyAccount.
Closing Spiel:
You're most welcome. We appreciate you reaching out TalkTalk Customer Service Team. Thank you so much for your time. Once again this is MJ have a great day.
It's my pleasure to help you today. Once again, this is MJ from Talktalk Customer Service and billing. Have a wonderful ahead!
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