Cancellation Script · Offline Notepad

Opening: Hi there, this is _____ of Virgin Media Retentions. May I know your full name please?

Perfect! Can I call you by your first name?

Great! Am I speaking with the account holder?

DPA if already passed: Amazing! Thank you for going through our automated system as I can see that you have passed our security questions.

DPA if not yet passed: Brilliant! Before we proceed, I will need to confirm some security details for me to have full access on your account. From your memorable word, can I have the xth character please? Thanks. How about the xth character? Noted on that and the xth character please?

If correct: Perfect! While waiting for your account to load. Can I have your updated contact number and email address?

If incorrect: It seems like few characters are not matching with what we have, would you like to try again?

If still incorrect: Ask security questions. 1 correct for General and 2 correct for Financial.

If answers are correct: Perfect! We now have access on your account.

ONLY ASK IF DPA PASSED THROUGH SECURITY QUESTIONS: For easier access next time. Would you like me to update your memorable word on the account? Thanks.

Can I have your updated contact number and email address?

After DPA: How can I help?

AER ACKNOWLEDGE, EMPHATIZE, REASSURE

First of all, thank you for being on top of the line. Just to be on the same page, you said that you ----- (restate customer's concern)

I understand that -------. I can totally relate to that since ________. If i'm a customer myself-------

No worries, you did the right thing. Again, my name is ___ and I will do my best to assist you today.

PACKAGE REVIEW: Upon checking -----, you have ----- for Broadband, ------- for TV and -------- for landline and you are paying £57.50 for it.

Now, I will ask you few questions for us to have the best value and options for your services.

So, WHAT DO YOU AND YOUR HOUSEHOLD USUALLY ENJOY WATCHING ON TV?
ALright. what SPECIFIC PROGRAMMES OR CHANNELS do YOU and your family WOULDN'T WANT TO MISS?

BROADBAND

Great. WHAT DO YOU USUALLY USE YOUR BROADBAND FOR AT HOME? Do you use it for streaming, gaming, casual browsing or is anyone working from home?
And HOW MANY DEVICES USUALLY CONNECT TO YOUR WIFI AT THE SAME TIME?

PHONE LANDLINE (1 question is enough)

Okay. HOW OFTEN DO YOU USE YOUR HOMEPHONE?
Noted. DO YOU AND YOUR HOUSEHOLD CONTACTS ANYONE INTERNATIONALLY?

LET ME PUT YOU ON HOLD FOR A MINUTE OR TWO SO I CAN FIND THE BEST SUITABLE PACKAGE FOR YOU. WILL THAT BE OKAY?

after 2 minutes, keep in contact with cx: Hi ____, It seems like i'll be taking more time to find the best suitable package for you. Will that be fine?

Thanks for waiting,-------. ARE YOU STILL THERE?

HERE ARE THE PaCKAGES THAT I THINK WILL CATER FOR YOUR BEST EXPERIENCE.

I have here

FOR TV, I HIGHLY RECOMMEND

AND FOR LANDLINE, AS YOU MENTIONED EARLIER, YOU don't use your landline that much and we suggest that you KEEP YOUR LANDLINE FOR BEST VALUE OF SERVICES.

ALL IN ALL, THIS IS ONLY FOR 85 POUNDS A MONTH FOR 24 MONTHS CONTRACT. SO, LET'S SIGN YOU UP.

accepted/rejected

if accepted:

Thank you so much ______.

Just to let you know, The price of Virgin media’s main services may change when any offer expires. In addition to this, the price will increase each April from 1st April 2027. The amount will be:

£4 from April’s bill 2027

£4 from April’s bill 2028

All of your pricing is laid out in the pre-contract information I am about to send you. I will then take you through the details before you accept that you are happy to proceed.

This does not apply to any add-ons you may have selected or admin charges that may be applicable.

Price of add-ons may vary at any time. Add-ons can be removed at any time with 30 days’ notice.

You will shortly receive information via email regarding the package that we have discussed today.

It will cover specifics around the contract you will be entering but we would like you to pay special attention to:

•Our broadband honesty statement which covers our minimum speed guarantee and expectations.

•The specifics on what your talk plan includes as standard.

•The contract details, cooling off period and any early disconnection fee details if applicable.

Would you like me to read any or all of them out now, or would you prefer to read them within the documentation you receive?

Getting the 1st “yes”: I have sent the documents on the email address and contact number on file, can you please confirm if you have received them?

If customer said yes(2nd “yes”): Great! Are you happy to proceed?

What was changed on the account? (So i upgraded/downgraded , I also added ____ for £_.)

What was removed or added?

This package will take effect on ____(Date)

This is for £___(price) for a 24 months contract.

Check PP screen. (If there is) Also, You have a pending payment of £___(price) due on ____(date)

Check BE screen. After that you will have £__(price) due on ___(date)

RAF: As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend that joins us with one or more Virgin Media services. It’s really simple, and you can recommend as many people as you’d like to get a great new offer with us. Is it ok if I share your email address with our partner Aklamio who can send you the link for our RAF programme?

SSO: Just before you go, if you want to review your package and services in the future, I’d recommend registering or signing in to your MY Virgin Media account atvirginmedia.com/myvirginmedia and clicking on “Myupgrade & offers.” You can even download our My VirginMedia app onto any compatible IOS or android device. I’ll send you some emails with more information.

Further help: Is there anything else I can help with?

Survey script: We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing VirginMedia again my name is ___(Your Name) and have a great day!

what to say if cx says: that's a good offer but i need to tell my wife first, i'll call u back.

great to hear that you love the offer but if you call back or if i call you back SOON, the discount might not be available anymore since the diSCOUNT varies from time to time. THE BEST THING TO DO NOW IS TO ACCEPT THE OFFER AND FOR SURE, YOUR WIFE WILL ALSO LOIVE IT SINCE YOU YOURSELF LOVED OUR OFFER.

if rejected: objection handling

(listen to customer's reason why)

okay thank your letting me know.

ask: may i know the reASON WHY? (only f the cx didn't expound why they're cancelling)

(NEVER ASK THE BUDGET OF CUSTOMER.)

I UNDERSTAND YOUR CONCERN. BUT WE highly ASSURE YOU THAT EVERY PENNY and pence YOU'RE PAYING IS WORTH THE PACKAGE. Again, (REMENTION THE PACKAGE AND FEATURES, ADVANTAGES, BENEFITS)

REBUNDLE IF NOT ACCEPTED

Customer declined the offer after the objection handling: As you’re considering disconnecting your Virgin Media services, I need to let you know there are 2 options available to you. If you are considering moving to a new provider, we recommend you use the One Touch Switch process where your new provider will tell us when to disconnect your services. Alternatively, if you'd prefer to give us 30-days notice to disconnect your service, I can arrange that for you today. Which do you prefer?

Customer Selected 30 days notice: (Check CT screen for contract) Your services will be cancelled On ____ (disconnection date) After your disconnection, your final bill is £___(price) due on ___(date) And since you are cancelling your services with us, we will be needing you to return your equipment to us. You have the ____(what equipment) and you will be receiving a prepaid return packaging 10 days after your disconnection date. You can use that to return the equipment or you can visit the closest Yodel or collect+ stores to return the equipment. You will receive an email confirmation about this within 24 hours. Just a reminder, if you have created any virginmedia, blueyonder and/or NTL email addresses, they will be cancelled 90 days after your disconnection date. Is there anything else I can help with? Survey script: We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing VirginMedia again my name is ___(Your Name) and have a great day!