Notes

SCRIPT:
Here's a script that you can add to your bucket:

"We're experiencing a service enhancement maintenance. Our team is currently working on it. We apologize for any inconvenience. Please call us back in 2 to 3 hours when we hope the system will be fully restored. We'd love to answer all your query and concerns. I hope you understand. Thank you" 


Unresponsive Spiel

I really wish to continue but I'm sorry we couldn't finish our conversation as we have a time frame to follow, Loren. 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.

However my colleagues and I are here should you have further questions chat us back or to save your time please you can do self-service option and fix your service online, just log on to Log in to TalkTalk - My Account go to MyConnection and it will take you 10 minutes to complete the line test and troubleshooting, the good thing is that this is available 24/7 ensuring we got your back when you need assistance on you service all the time.

No worries, everything is documented here on your account so that when you contact us back, you don't have to repeat yourself again. Hope that helps.

You will be assisted by the next representative. Thank you so much for your great patience and we truly appreciate it. Thank you for reaching out to the TalkTalk Technical Support Team. Take care always! Have a nice day and Happy Holidays! Cheers!


Chaser!
-I just want to check if everything is okay as I haven't received a response from my last post to you?

-I personally apologize for the automated reponse that you have received, its our system who sent that out at it detects that it has been a minute since my last post to you.

-We have a policy that requires us to close a chat if we do not receive a response within a certain amount of time. In order to avoid this and assist you fully, please let me know if you are about to do something and give me a time frame to wait for your response.

VOLUME

I am sorry that it has taken longer than usual for your chat to come through to us. We are currently experiencing high chat volumes, which is the reason for the delay. However, now that your chat is through to me, I will do my best to assist you.



TOOLS ISSUE
Thank you for reaching TalkTalk Technical Chat Department, Elaine. I hope you are well today. My name is Alysa. Please be informed that as of this moment, we cannot proceed with the diagnostics checks to assist you with your fault as we are currently experiencing system outage.

We are carrying out essential updates to improve your TalkTalk experience. During this time our online functionality will be reduced, and we will have limited capability to deal with technical queries. We are sorry for any inconvenience this may cause. This upgrade will help us improve the way we assist valued customers like you.

Rest assured that our tools will be up and running by Tomorrow, we will be able to assist you with your query and we will notify you via SMS once the tools are available. Please do chat us back or you can also use these following links for your reference for further updates with your concern: community.talktalk.co.uk/chat now and talktalk.co.uk/service status. Please be assured that our I.T engineers are doing all they can to resolve this as quickly as possible. We are asking for your outmost understanding.

OUT OF SCOPE
I have checked your account and found that you are on a Full Fibre package. As much as I would love to assist you, I'm afraid I may not be the best person that can assist you right now as my sources are limited here and it is beyond our control. Our chat can only assist customers who are subscribed to lower packages than Full Fibre.
I can definitely connect you over to the relevant team for you to be further assisted. 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.
Would you like me to connect you over to them directly?

I will be transferring you to our ________ Team. 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.



Transfer Spiel

A splendid morning to you, Derek. You are now through to Alysa from TalkTalk Technical Support Team. I can see that you already spoke with an adviser previously. Let me review the conversation so that there is no need for you to repeat yourself. Please give me 3 - 5 minutes while doing so. Thank you.

A splendid afternoon to you, Derek. You are now through to Alysa from TalkTalk Technical Support Team. I can see that you already spoke with an adviser previously. Let me review the conversation so that there is no need for you to repeat yourself. Please give me 3 - 5 minutes while doing so. Thank you.

A splendid evening to you, Derek. You are now through to Alysa from TalkTalk Technical Support Team. I can see that you already spoke with an adviser previously. Let me review the conversation so that there is no need for you to repeat yourself. Please give me 3 - 5 minutes while doing so. Thank you

-Please allow me 3-5 minutes to document the details on your account and put the notes on the chat so that you won't have to repeat yourself to the next agent. Would that be, okay?
-Please be informed that my resources are limited based on the nature of your query, the best team that can assist you with it is our ________ Team. Would you like me to go ahead and transfer you directly to them?
-Sorry to have kept you waiting, ________. Is there anything else you might want to add before I connect you over to the relevant department?
-I will be transferring you to our ________ Team. 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 are helping you look for an available representative.