Opening Spiel For customer who already provided their initial concern with the BOT: Hi (customer name)! You are through TalkTalk Full Fibre Technical Support, and you're now connected to a live agent. My name is (Agent Name), and I would be glad to assist you regarding your technical concerns. I can see here that you've gone through our diagnostic BOT with regards to your concern. Just to clarify, you cannot receive landline calls. Is that correct? For customer who did not provide an initial concern: Hi (customer name)! You are through TalkTalk Full Fibre Technical Support, and you're now connected to a live agent. My name is (Agent Name), and I would be glad to assist you regarding your technical concerns. Can you tell me more about your concerns? Acknowledgement DROPPING CONNECTION: I understand the importance of a stable internet connection, and I sincerely apologize for any inconvenience this may have caused. Let's work together to figure out the main reason for the intermittent connection problems. SLOW SPEED I understand the importance of a fast and reliable internet connection, and I sincerely apologize for any inconvenience you may be experiencing with the current slow speeds. I want to assure you that we are committed to resolving this matter promptly. NO INTERNET CONNECTION I understand the urgency and frustration associated with experiencing no internet connection, and I want to assure you that resolving this matter is our top priority. Let's work together to figure out the best way to resolve the issue. LANDLINE ISSUE I understand the urgency and frustration associated with experiencing no landline service, and I want to assure you that resolving this matter is our top priority. Let's work together to figure out the best way to resolve the issue. Probing Questions SLOW SPEED If I may ask, when do you usually experience a slow speed connection? Just to confirm, you're experiencing slow speed even if you're next to the router, is that correct? DROPPING CONNECTION If I may ask, aside from slow speed, do you usually experience dropping connection? Just to confirm, you're experiencing a dropping connection even if you're next to the router, is that correct? LANDLINE ISSUE If I may ask, when do you usually experience an issue with your landline? Just to confirm, you cannot make or receive a call, is that correct? Setting Proper Expectations TROUBLESHOOTING To further investigate and to address the issue, we will be running a diagnostic test and I will be asking some questions to gather the necessary information we need. You may be asked to perform a troubleshooting step that has been done before the chat. Rest assured, this is part of the process, and we'll do our best to minimize any inconvenience. Would that be fine? ROUTER REPLACEMENT After thorough diagnostic tests and troubleshooting procedures, our system has recommended a replacement router to effectively rectify the issue. The replacement router may take 2-3 working days to deliver due to the meticulous handling of the request, finding the appropriate equipment, and arranging for prompt delivery. ENGINEER'S APPOINTMENT Thank you for your valuable insights during the diagnostic process, we need to proceed with a comprehensive resolution due to the complexity of the issue. To speed up the resolution, we need schedule an appointment with our skilled engineers to quickly restore your internet and address identified challenges, providing a tailored solution. We are committed to a prompt resolution and prioritize your satisfaction. Let me share the legal disclosure to finalize the engineer's appointment. – Send the Engineer’s Compliance Statement – Provide the nearest available appointment and gain the customer’s agreement All is good now! I have successfully booked your engineer’s appointment on XX/XX/XX. Rest assured, our engineers are well-equipped to diagnose and address complex technical issues effectively. Thank you for your patience as we work together towards a lasting solution. RECAP STATEMENT ROUTER REPLACEMENT Just a quick recap, after thorough diagnostic tests and troubleshooting procedures, our system has recommended a replacement router to effectively rectify the issue. The replacement router may take 2-3 working days to deliver due to the meticulous handling of the request, finding the appropriate equipment, and arranging for prompt delivery. We apologize for any inconvenience caused by the delay and we are working diligently to restore your internet service as soon as possible. TalkTalk appreciates your patience and understanding in resolving this issue. We are committed to providing top-notch service and entrusting TalkTalk with your connectivity needs. ESCALATE TO SMC Just a quick recap, after thorough diagnostic tests and troubleshooting procedures, our system has recommended to escalate the issue to our higher department for further investigation. The resolution process may take 2-3 working days to deliver due to the meticulous handling of the issue, finding the root cause, and checking the best way to fix the issue. We apologize for any inconvenience caused by the delay, and we are working diligently to restore your landline service as soon as possible. TalkTalk appreciates your patience and understanding in resolving this issue. We are committed to providing top-notch service and entrusting TalkTalk with your connectivity needs. APPOINTED ENGINEER'S APPOINTMENT Just a quick recap, after thorough diagnostic tests and troubleshooting procedures, our system has recommended to book an engineer's appointment to effectively rectify the issue. The engineer will visit your premise on XX/XX/XX and rest assured they will check the best way to resolve your concern. We apologize for any inconvenience caused by the delay, and we are working diligently to restore your landline service as soon as possible. TalkTalk appreciates your patience and understanding in resolving this issue. We are committed to providing top-notch service and entrusting TalkTalk with your connectivity needs. TEMP CHECK SEND THIS AFTER DOING RECAP Once cx replied thank you: I should be the one thanking you for giving me a chance to assist you, Emma and I hope that your previous experience won't affect the way how I assist you today. It's been a pleasure assisting you as a valued customer of TalkTalk. I hope I have managed to address all of your concerns today. Before we end this chat, are you satisfied with the resolution and TalkTalk support you've received today? CONFIRM IF FURTHER ASSISTANCE IS NEEDED Is there anything else that I can do make this an exceptional customer experience for you? CLOSING SPIEL Once again, this is (Agent name) from TalkTalk Full Fibre Technical Support. It's a pleasure working with you today and thank you for your patience and cooperation throughout the process, (Customer's name) For future reference, you can always head over to My Connection support.talktalk.co.uk/. It's a handy place for self-help and talking to our team. Thanks for your time and have a fantastic day ahead! Username2024 Password2024