OPENING

Good day! You have reached Talktalk Technical Department, this Beverly and I hope you are doing well today. We do apologise for keeping you waiting on the line, as we have a high volume of chat.

I can see that you have technical-related concerns, but no worries; you have me on the line, and we will work on this together to get this sorted out. Kindly allow me 3-5 minutes to investigate your account so that we can resolve your query as soon as possible. Please stay connected.

IDV

Thank you for patiently waiting, ……….. I have successfully located your account and for security purposes, kindly confirm the 1st and 3rd character from your telephone enquiry password, please?

No worries, ……… Let me just verify your account in another method, can I ask what is your……………? what is your registered mobile number on the account? what is your registered email address on the account?

Great! Thank you, ………… You have managed to pass the verification process. Do you want me to update your security details on your account for future reference?

Thank you for patiently waiting, ….. I can see that your account has been authenticated already. Do you want me to update your security details on your account for future reference?

SET EXPECTATIONS

Just a friendly reminder. To preserve this chat from being closed, please reply at least 1 word.

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.

Just to set an expectation, we will be performing troubleshooting on your line, which may take about 25–30 minutes or more. I will be running health and diagnostic checks remotely so we can verify the status of your equipment and services. I will also give you further instructions if you need to do or check something on your end. Whilst performing the test, I will be asking you a series of questions that can help us narrow down the root cause of the issue you are reporting.

During the duration of the troubleshooting process, please stay connected and respond within 7 minutes so that you won't be place back on que for being unresponsive on the line so that we can resolve your query as soon as possible.

CLOSING

It has been a pleasure assisting you today. Thank you for the patience and cooperation. I would also like to take the opportunity to thank you for being one of our valued customers, guaranteed that we'll keep on working to provide you the best service. Apart from this, is there anything else TalkTalk and I can help you with?

May we know if you are happy and satisfied with the service that we provided you today?

CLOSING

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.

Always a pleasure assisting you today and we in Talktalk really cares and values our customer's time, I won't take much of your precious time.

Once again, this is Beverly, from TalkTalk Technical Support Team. We appreciate your business with us and have a lovely day. Keep safe always.

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EMPATHY STATEMENT

I do appreciate you bringing this to our attention. I deeply apologise 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. 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.

I appreciate your time for staying on the line. I do understand your frustration, as our valued customer. Rest assured that I'll do my best and exhaust all my resources to address your query. Please bear with me while I do some diagnostics test here so that I can give you the proper resolution. Thank you.

We appreciate your time for waiting on the line. We understand that this causes inconvenience in your part. However, the reason why you have been placed in the queue for a long time is because we're currently having high chat volume. But no worries since you have me on the line, I'll do my utmost best to have this rectified for you as soon as possible.

(TEXAS Accessibility & Vulnerable Customers)

Thank you for bringing this to our attention and I admire you for giving this information to us. This will be a great help for us to give you an immediate assistance and just to let you know that we have Accessibility & Vulnerable program that you can register in your account. We offer Accessibility Services to the vulnerable customers, and these can cater to those with permanent health issues or where they may be having a problem or illness for a short time. Would you like to register your account?

I'm sorry for the inconvenience of ……… but I will gladly assist you with this query of yours.

I am sorry if you are going through this ……… but I will definitely assist you with your query today.

I appreciate you explaining it to me well ……

I understand how …….. but I will be here to help you with our query today.

Apologies for the inconvenience caused, …………. but I will gladly assist you with this query of yours.

Apologies for the inconvenience caused, ……….., but I will gladly help fix this fault and do our best to provide the best solution.

Please accept my sincere and unreserved apology for the inconvenience this has caused you, but I will gladly assist you with this query of yours.

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