EXTRA CHARGE

Issue on billing (extra charges in call usage) PENING

-Hi thank you for calling Virgin media this is kel How may I help you today? | Possible Customer Query (AER)

-I can see why you’re concerned about your bill. Let me check the charges and explain them clearly. I’ll do my best to help resolve your concern.”**

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 BILL IS THAT CORRECT? (Thank you for bringing this to my attention. I can see why you’d want to check the charges on your bill, and I’ll be happy to look this for you) Probing

-just want to clarify did you make any changes with your bill? ( Like you have a add ons or change your plan) -how much is your expected bill? -Thank you for that information so let me go a head and check what happened on your bill

-can i put the call on hold for a minute or 3? Its that okay with you? Thank you Having issues on bill

open info center check icoms codes • 57 Main I • BE ,CT , Thank you so much for patiently waiting on the line

RESOLUTION

I’ve checked the breakdown of your bill, and the increase is mainly due to adtional call charges. Your current bundle includes eligible calls during the weekend; however, calls that fall outside your bundle’s allowance can be charged separately. These charges have been added to your latest bill, which is why the total amount is higher than expected.”

I understand that this increase was unexpected. I’ve explained the reason for the additional amount, and going forward, I can help you understand your call allowance so you can avoid similar charges where possible. I can also review your package to check whether there is an option that better suits your calling needs.” you got it?

Package Review

As I can see on the account, you are subscribed to…

CURRENT SERVICES MIX IT TV M250 MBPS WEEKEDN CHATTER £45

-Would you mind if I will be asking you series of questions with regards to your services, for me to identify the best package suits your needs?

IF CX DECLINE

-I understand, and we value your time no worrie 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 AND SLEF SERVICE -And before we end this call, I'll run through a quick summary of the call today to make sure you're happy with everything.

-You calling today bcz u having an issues on your bill and and i reviewed youre account you have a extra charge about call usage the reason why you're bill gone up and 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.

Closing 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

IF 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

Based on your calling needs, I would recommend moving you from the Weekend Chatter bundle to an Anytime Chatter bundle. With this option, you can enjoy the included call allowance throughout the week, rather than being limited to weekends. This could give you more flexibility and help you manage your call usage better. The cost will be £50, and there will be no other changes to your bundle. The only change is that your calling allowance will be available anytime, rather than being limited to weekends.its sounds good right? So let mo go ahead to process this for you.

IF CX DECLINE THE BUNLE \ RECAP

-No problem at all. I completely respect that. Let’s focus on the reason for your call today. Just to quickly recap, the additional charges on your bill were due to call usage outside of your included bundle. I discussed the available offer with you to help manage your call costs,

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!