EAR

SCENARIO 1 Tiffany Johns's call: "Thank you for bringing this to my attention, Mrs. Johns, I can see here that your contract ended on the 18th of July 2026, which is why your bill moved from £75.00 up to £135.00, and I understand that's a significant jump to see on your bill without warning. I can only imagine how frustrating that must feel, especially on top of dealing with intermittent internet issues while you've got 4 to 6 devices running for work, streaming, and the kids' shows all at once, that's a lot to juggle when the connection isn't holding up. Please know I want to help sort this out properly for you today. I'll go over your account in detail, look at what current offers we can apply now that you're out of contract, and also address the connection problem, so you can make the best decision for your household rather than feeling forced into cancelling."

SCENARIO 2 I understand you're looking at other options, James, and I really appreciate you calling us first before making a decision. It's frustrating to feel like you're paying more than you should be, especially when you've also been dealing with an intermittent internet connection. Let's take a look at your account together and see what we can do to make sure you're getting the right value and a stable connection for your household.

Acknowledge: "Thank you for letting me know, Mr. Scott. I understand you've received a better offer from Sky and you'd like to see what we can do before making a decision." Empathize: "I completely understand where you're coming from. Paying £95.00 a month is a big expense, and it's frustrating when you feel like you're not getting the value you deserve — especially with the intermittent internet issues you've mentioned. With your wife working from home and the kids streaming and gaming, a stable connection isn't a luxury, it's a necessity, so I can see why this has been on your mind." Reassure: "I want you to know you're a valued customer, and before you make any decisions, let's take a look together at your account and see what options are available that better fit your household's needs — both in terms of pricing and making sure that connection issue gets sorted. I'll do everything I can to find something that works for you."