π—’π—£π—˜π—‘π—œπ—‘π—š π—¦π—£π—œπ—˜π—Ÿ Hi there! This is Ven! Im happy to assist you today so may i know your concern? π—”π—˜π—₯ :For price rise: Thankyou for raising that concern, I do understand that it is confusing, I personally get confused a lot when it is happening to me as well, But no worries you've reach the right person! -When Irate: I understand what you feel, I know how absurd it is to see a sudden extra amount on your bill! We are on the same team here so can you please bear with me and lets walk through this till I resolve your concern? :For Internet: Thankyou for bringing this up, I Understand how annoying the internet can be if it is not working or if it is slowing down, we are on the same team so no worries and lets fix this together ok? -When Irate: I completely understand how it feels having a slow internet connection (no internet connection) I do feel frustrated sometimes actually when it is happening to me, How ever youve reach the right person so can you bear with me until I resolve and fixed your Internet connection, ok? :For Upgrade Thank you for your inquiry , I want the customers to enjoy our service at its best performance so yeah I can definitely help you with that! 𝗗𝗣𝗔 π—–π—›π—˜π—–π—ž :But before we proceed, may I know the name behind this beautiful voice? Wow! what a great name! Amazing name! What a beautiful name for a beautiful voice! That was fantastic name! :Can I call you (First or Last name) Ok great! Alright thanks :Now may I also know if I'm speaking with the account holder (Customer)? Great! Alright! I see. 𝗗𝗣𝗔 π—™π—”π—œπ—Ÿπ—˜π—— -For data protection and to make sure your account stays tightly locked against anyone else, could you please provide the 3rd 5th 7th characters of your memorable word? Thankyou so much for that. Amazing thankyou for that! 𝗗𝗣𝗔 π—¦π—˜π—–π—¨π—₯π—œπ—§π—¬ π—€π—¨π—˜π—¦π—§π—œπ—’π—‘ -It looks like our system didn't quite match those details, which I know is frustrating when you just want this sorted. -(Customer name) unfortunately the memorable characters that you've provided is incorrect, But no worries we still have here an option where in I will be asking you with our Security question so hang on we can do this ok?: Great thankyou! Question for Security Question -I know security steps can feel a bit repetitive, but just so I can safely access your profile today, could you confirm your email adress that is registered on your acc, mobile no, package. 𝗗𝗣𝗔 π—£π—”π—¦π—¦π—˜π—— -Amazing! Thank you for going through our automated system as I can see that you've passed our security questions. π—¨π—£π——π—”π—§π—œπ—‘π—š 𝗖𝗒𝗑𝗧𝗔𝗖𝗧 π—œπ—‘π—™π—’π—₯π— π—”π—§π—œπ—’π—‘ π—”π—–π—žπ—‘π—’π—ͺπ—Ÿπ—˜π——π—šπ—˜ π—§π—›π—˜ π—–π—’π—‘π—–π—˜π—₯𝗑 -Again, I'm sorry that you've been encountering issues with your broadband and I'll make sure to check what seems to be the problem when it comes to your broadband connection. May I know if you have completed basic troubleshooting today or from the past few days? π—£π—”π—–π—žπ—”π—šπ—˜ π—₯π—˜π—©π—œπ—˜π—ͺ As I can see on the account, you are subscribed Β· Package Name Β· Services Β· Monthly Bill 𝗣π—₯π—’π—•π—œπ—‘π—š 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? TV β€œYou’re currently subscribed to our Mixit TV package…” Β· Tell me how you and your household use your TV service. Β· What programs do you and your family enjoy watching? Β· How many TV’s do you have in the house? Are they SMART TVs? Β· Are there any specific channels that you don’t have currently, but would like to have? Β· Do you make use of your record function? Β· Do you like to watch your channels on HD? BB β€œI can see you’re subscribed to our 350mb broadband…” Β· Is anyone in your house currently working from home? Β· Can you tell me how you and your household use broadband? Β· What types of devices do you and your family have connected to broadband? Β· How many devices could be connected to your broadband at any one time? Β· Do you or anyone else in your house play online gaming? Β· Do you or anyone else in your house download movies or music? LL β€œSo you’ve currently got Weekend Chatter…” Β· When do you tend to use your phone? Β· Is there anyone you would use your home phone to ring? Β· Do you ever dial internationally? Β· If you had an all-inclusive plan, do you feel you would be more inclined to use your home phone? Β· Do you have a friend/family member that prefers to contact you on your home phone? Mobile β€œWe have some great SIM deals that will VOLT your bundle as well…” Β· Who is your current mobile provider? Β· Have you any sim free devices that you could put one in? Β· How many people are in your house Β· use mobile phones currently? Β· Are any of the current contracts you have due for renewal? 𝗣π—₯π—˜π—¦π—˜π—‘π—§π—”π—§π—œπ—’π—‘ Proceed with your Offer :Possible FABS You can be able to use your broadband without any interuption You can be able to browse, work, game while multi tasking with your other things to do without interruptions, Hitch, suspension. -This can give you the best experience watching movies, documentaries, News, series -This will give you (amount of channels) so that you will have a lot of choices on your channels preferences. -You will be able to watch your favorite channels in Ultra HD -Here you can watch your favorite channels in its best performance. -With this you and your family can enjoy and relax watching movies ULTRA HD together without the hassle of searching every clip of a segmented movies unlike when the movies are chopped clip by clip. -For the landline you will be able to reconnect with your long distance friends or family who lives abroad anytime you want. -I added the landline because as what youve said earlier that you use LL for emergency, logically, we dont know when will an emergency occur so with this Anytime chatter landline you can be ready anytime an emergency take place. π—’π—•π—π—˜π—–π—§π—œπ—’π—‘ π—›π—”π—‘π——π—Ÿπ—œπ—‘π—š -For Price/Cost Objection: "I completely understand why you're looking closely at the costβ€”we all want to make sure every penny counts right now. Let’s look at it this way: for just a little bit more, you’re locking in a faster, completely reliable speed that stops those frustrating dropouts when everyone is online. Think of it as investing in zero headaches for your household. Does that peace of mind make it feel a bit more worthwhile?" -For "I want to think about it / Call me later": "I totally get wanting to take your time with this, and I would never want to rush you into a decision. The only thing to keep in mind is that this exclusive package rate is active right on my screen today, and promotions like this tend to vanish pretty quickly. Since we’ve already found the exact setup that fits your family, let’s lock it in now so you don't miss out on the savings. How does that sound?" -For "I need to speak with my partner/spouse first": "That is completely fair, and involving your partner is definitely the right move. What we can do right now is lock in this offer so it doesn't expire, and I can set a quick reminder to give you both a quick callback this afternoon, or I can email you the full breakdown to review together. Which would you prefer?" π—₯π—˜π—–π—”π—£/𝗦𝗨𝗠𝗠𝗔π—₯π—œπ—­π—”π—§π—œO𝗑 -Just to make sure we are completely on the same page and everything is crystal clear before we make these updates, let me quickly run through what we’ve set up for you today: Β· First, we’ve got your broadband upgraded to give you that seamless, buffer-free connection for working and streaming. Β· Second, we’ve tailored your TV package so you finally have all those extra channels your household actually watches in stunning HD. Β· And finally, we’ve secured your new contract rate, ensuring you’re fully protected from any unexpected price jumps for the duration of your term. -How does that summary sound to you? Everything looking spot on? π—₯π—˜π—–π—’π—‘π—§π—₯𝗔𝗖𝗧 𝗙𝗧π—₯ (FIRST TIME RESOLUTION) π—–π—›π—˜π—–π—žπ—Ÿπ—œπ—¦π—§ -Before we officially seal this in, let me just run through our quick safety and clarity checklist to make sure you're fully set up for success: Β· Contract Terms & Pricing: I want to make sure you are 100% clear on your new monthly package price and the length of your new agreement. Β· First Bill Expectations: Your next bill might look a little prorated due to the changeover, but your regular monthly rate is locked right in at what we just agreed. Β· Right to Cancel/Cooling-Off Period: Just so you know your rights, you have a 14-day cooling-off period starting from today if you change your mind for any reason. Β· Confirmation Documents: I am sending your full contract summary and legal terms straight to your registered email address right now so you have it all in writing. -Are you happy with all of those points so far? π—”π—–π—˜/π—–π—Ÿπ—’π—¦π—œπ—‘π—š π—¦π—£π—œπ—˜π—Ÿ -Alright (Customer Name), everything is fully updated on my screen and your new package is locked in and ready to roll! -Thank you so much for being so patient and wonderful to chat with today. It has genuinely been an absolute pleasure assisting you, and I'm thrilled we could get everything sorted out for you. -Before I let you go, is there anything else at allβ€”big or smallβ€”that I can help you with today? -If not, you are all set! You'll receive your confirmation email shortly. Have a wonderful rest of your day, take care, and welcome to your upgraded Virgin Media experience!