OPENING faults -Hi thank you for calling Virgin media this is kel How may I help you today? | Possible Customer Query (AER) “thank you for that information I appreciate your patience .Let me check what options are available to help resolve the issue Customer Authentication -Can i have your account number so i can pull your account? Thank you -May I know your full name, please? Perfect! -How do you want me to call you! Great! -Am I speaking with the account holder? -Account Verification Okay as per check here your account is having a password protected can u confirm to me your 3rd memorable word on you account? How about the 4th and 7th. IF CX FORGET THE MEMORABLE WORD -That would be fine but For us to validate your account we needed to get this information so do you have your currently Bill right now? So we can proced to secondary option! Thats perfect General question -Can i have your email address that attached on the account? -Can i have your mobile number? Financial question -can u confirm how much is your bill value? -What is your next bill due? -Okay Congratulations for passing our security check i have now successfully pull up your account UPDATED INFO -Before we proceed i just want to make that i have most updated information. -can u provide to me your most updated email address? -how about you mobile number? -can i have your best call back number so just in case the call got disconnected Thank you for that information -BTW FOR FUTURE REMINDER SINCE YOU FORGOT YOUR MEMORABLE WORD IF YOU HAVE A EXTRA TIME YOU CAN CHANGED IT YOU END THRU MYVIRGIN MEDIA APP OR WEBSITE OKAY? Customer main concern I JUST WANT TO CONFIRM YOUR HAVING AN ISSUE ON YOUR INTERNET CORRECT? -Thank you for letting me know. I’ll do my best to help you with your internet issue today.” Probing I have a few questions regarding on your internet -When did you first notice the problem -Are you seeing any error messages or warning lights on your router?” -“Have you already tried restarting your router? Btw are you at home? RESOLUTION “Let’s try some basic troubleshooting steps to see if we can get your connection working again. First, could you please check that all the cables connected to the router are secure?” “Next, please switch off the router and leave it off for a few moments before turning it back on.” “Once the router is back on, we’ll give it a few minutes to reconnect.” “Could you also check if the issue is affecting all devices or just one device?” BUILDING CONNECTION Thank you for following those steps with me. While we wait for the router to reconnect, how has your day been so far? What is the whether their I’ll stay with you and guide you through the next steps.” dont worries UPDATED ROUTER -While we’ve given the router time to reconnect, may I check if there’s been any update on your end? Are you able to access the internet now?” PACKAGE REVIEW I’m glad we’ve checked the internet issue. While I have your account open, let me quickly review your current bundle to make sure it still suits your needs.” Current bundle -tv, bb,ll Would you mind if I ask you a few questions about your current bundle? Or are you in a rush at the moment?” CUSTOMER DECLINE -No problem at all. I completely respect that. Let’s focus on the reason for your call today.” RECAP -Just to recap our conversation today, you contacted us because you were experiencing issues with your internet connection. I guided you through some basic troubleshooting steps, including checking the connection and restarting the router. I’m pleased that your internet is now working properly. SELF CARE OPTION send Super Mail 1) Retentions - SELF SERVE - Bill Payments and Help Also, if you want to review your package and services in the future, or if you want to check your bill, you can visit our website which is www.virginmedia.co.uk. You can even download our My Virgin Media app onto any compatible IOS or android devices you have. EXTEDED HELP Everything has been arranged for you now. Is there anything else that I can assist you with? ACE/Closing SCRIPT Have I fully resolved your concern today?that perfect I hope you’re happy with the solution I provided. Once again, my name is kel Have a great day and stay safe! CUSTOMER AGREE TV “You’re currently subscribed to our Mixit TV package…” · Tell me how you and your household use your TV service. · What programs do you and your family enjoy watching? · How many TV’s do you have in the house? Are they SMART TVs? · Are there any specific channels that you don’t have currently, but would like to have? · Do you make use of your record function? · Do you like to watch your channels on HD? BB “I can see you’re subscribed to our 350mb broadband…” · Is anyone in your house currently working from home? · Can you tell me how you and your household use broadband? · What types of devices do you and your family have connected to broadband? · How many devices could be connected to your broadband at any one time? · Do you or anyone else in your house play online gaming? · Do you or anyone else in your house download movies or music? LL “So you’ve currently got Weekend Chatter…” · When do you tend to use your phone? · Is there anyone you would use your home phone to ring? · Do you ever dial internationally? · If you had an all-inclusive plan, do you feel you would be more inclined to use your home phone? · Do you have a friend/family member that prefers to contact you on your home phone? Mobile “We have some great SIM deals that will VOLT your bundle as well…” · Who is your current mobile provider? · Have you any sim free devices that you could put one in? · How many people are in your house · use mobile phones currently? · Are any of the current contracts you have due for renewal? Thank you so much for providing all that information. its help me to find a better bundel for you so please Allow me to put this call on hold for 2-3 minutes for me to check what is the perfect package for you.its that Okay? perfefct Package& offer Thank you so much for patiently waiting. I’ve got some great news i have now best package that fits for your needs its is package created IF CX DECLINE ON PACAGE No worries. Thank you for considering the offer. We can leave your current package as it is. if you have a extra time or you want to upgrade your package you can call as back anytime so we can create a best package for you. RECAP Just to recap our conversation today, you contacted us because you were experiencing issues with your internet connection. I guided you through some basic troubleshooting steps, including checking the connection and restarting the router. I’m pleased that your internet is now working properly. Self-Care Options send Super Mail 1) Retentions - SELF SERVE - Bill Payments and Help Also, if you want to review your package and services in the future, or if you want to check your bill, you can visit our website which is www.virginmedia.co.uk. You can even download our My Virgin Media app onto any compatible IOS or android devices you have. Extend Help Everything has been arranged for you now. Is there anything else that I can assist you with? ACE/Closing SCRIPT Have I fully resolved your concern today?that perfect I hope you’re happy with the solution I provided. Once again, my name is kel Have a great day and stay safe!