Notes

IDV PROCESS
1. Opening Spiel
Without Query
A pleasant day to you, you have reached TalkTalk Technical Support Department. My name is Graciana Ramil. I hope you are doing well. How may I assist you today?
With Query
A pleasant day to you, you have reached TalkTalk Technical Support Department. My name is Graciana Ramil. I hope you are doing well. I can see that you are having Technical Issue, can you please tell me more about your concern?
Transferred
A pleasant day to you, you have reached TalkTalk Technical Support Department. My name is Graciana Ramil. I hope you are doing well. Please allow me 3-5 minutes to read previous chat so that I am fully aware of your concern.
If authenticated already
A pleasant day to you, _________. This is Graciana Ramil of TalkTalk from Technical Support Department. Thank you for logging in through your My account and completing the account verification. I hope that you are doing well today. Since you are routed to our technical department, may I know if you are experiencing a technical issue?
I can see here in my end that you've already logged into My Account, therefore, we don't need to complete security checks with you. Let me go ahead and perform the necessary diagnostic checks for the connectivity of your line. Please give me a moment as I process this for you.

2. Query from the customer
(Any issues encountered by the customer)

3. Acknowledge , Empahatize ,
Reassurance
I am very sorry to know that you have issue with your internet service. No worries, we will exhaust all the option to fix your internet service.
I'm sorry to know that you are having issue with your broadband service. I appreciate you for contacting us today with regards this query. Don't worry, we will definitely exhaust all the option to fix your connection.
Thanks for bringing that into my attention, I do apologize for the inconvenience this has caused you. This is not the kind of experience we want you to have. Now that I am aware I will immediately address this for you, I will just need to verify the account first.

4. Pull up the account by asking the
A) Talktalk landline number, B) account number or C) Surname and the post code.

4.1 Before we proceed, I'll be asking a few details from you for me to pull up your account. Would that be okay with you?

4.2 May I ask for your Talktalk landline number, please?

How about: (In case landline number is incorrect)

How about your account number?
How about your surname and post code, please?

5. Ask for the first and last name of the caller
May I know who am I chatting with?
OR
Please confirm to me your full name and are you the account holder?

6. Confirm if he or she the account number
Are you the account holder?


(Applicable for Account Holder)
7. Ask for the Telephony PW to verify the account
Can you provide me the first and last character of your telephony password please?

8. If failed (1st question) ask 3 another question (ASQ) - should be in order
- pre defined question
- registered mobile number
- registered email address
- first line of address
(IF IN CASE THE CUSTOMER STILL CANNOT PROVIDE TWO CORRECT ANSWER, YOU ADVISE THE CUSTOMER TO GO TO "MY ACCOUNT")

(Applicable for Non-account holder)
IF NON-ACCOUNT HOLDER AND FAILED IN IDV
Thank you for that ______. I'm very sorry, it doesn't match in our system but I can still assist you with your concern. Please be reminded that I cannot change the security details as well as I cannot request an engineer appointment for you. So I will do my best to resolve it.


9. If IDV passed, ask if customer wants to update the security details.
Perfect! You have successfully passed the security checks and I have now full access on your account. Do you want me to update your security details on your account for future reference?

Just to set proper expectation that our conversation would get disconnected if you did not respond within 5 minutes, the chat will automatically close. I encourage you to just stay connected and please reply at least 1 word every minute.

10. Ask probing questions regarding the query.
As you have mentioned earlier, you were having a problem with your internet connection, right? Can you tell me more about it, please?

Is this the first time you have contacted us regarding the issue?

(then, open the existing cases to find out if the recent issue is the same with the existing one)

THEN, FOLLOW THE PATHFINDER, ASK QUESTIONS AS PER PATHFINDER'S NOTES
...... ........ .......

11. If the issue is resolved, proceed to Temp Check
Based on the resolution I've provided; will you be able to say that you have a positive experience all throughout this conversation?

12. Recap
It's a pleasure assisting you today and I would also like to take this opportunity to thank you for being a loyal customer to TalkTalk. Guaranteed that we'll keep on working to provide you with the best service. Apart from this, is there anything else TalkTalk and I can help you with?

13. Closing
Alright. Once again, this is Graciana Ramil from Technical Support Department wishing you to have a great day! Bye for now.

CHAT IN PROGRESS
I just want to check if everything is okay as I haven't received a response from my last post to you?

FINAL NO RESPONSE
I haven't heard from you for a while so I'll close our chat, if you still need support you can use our online help pages or chat with us again. Thank you.
Don't forget to take notes on MyDesk using the template below:


IF THE CUSTOMER WILL ESCALATE EXTERNALLY
I understand how you feel, but don't you worry I'm gonna bring this up to our manager so we can give you an alternative solution. Kindly just stay connected please.

IF CUSTOMER GAVE WRONG DETAILS
I'm sorry, _____, it doesn't match in our system but let me ask another question to verify your account.


IF CUSTOMER DOESN'T WANT TO PROCEED WITH THE PROCESS.

1. Alright, ______. It's fine, but please be reminded, you can contact us again anytime at your convenience.

2. It's a pleasure assisting you today and I would also like to take this opportunity to thank you for being a loyal customer to TalkTalk. Guaranteed that we'll keep on working to provide you with the best service.

3. Once again, this is Graciana Ramil from Technical Support Department wishing you to have a great day! Bye for now.




Name of contact (if non account holder):
IDV passed/failed:
Security details updated:
Reason for contact:
Resolution provided:
Timeframe (if applicable):
Upsell/recontract (if accepted):
Agreed offers:
Complaint Raised/Updated or De-escalated:



Name of contact (if non account holder): Wella Smith
IDV passed/failed: Yes
Security details updated: No
Reason for contact: Customer was charged of $25, and it was reflected on the last billing.
Resolution provided: transfer customer to appropriate department to solve the issue.
Timeframe (if applicable):
Upsell/recontract (if accepted):
Agreed offers:
Complaint Raised/Updated or De-escalated: