PRISE RISE

Billing issues ( prise rise)

OPENING

-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

Prise rise - As per check here thats why you bill gone up bcs you are effected in price rise is a government mandate And can effect in your monthly bill and Virgin Media’s set out in your contract and are affected by industry rules and regulations. The increase is generally applied in first week in April, its cost DEPENTS ON THE INFLATION IN YOURE END

“I completely appreciate your concern regarding the price increase. This is an annual adjustment, so I’m unable to manually remove or stop the increase from being applied. However, what I can do is review your current package and check whether there are any available options that could better suit your needs and budget.”

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 before we end this call, Just to quickly recap, you contacted us regarding the charges on your bill and the price rise affecting your services. I explained the available option to change or upgrade your package to better suit your needs,

Self service 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

Recap & Bridge

-Thank you so much for patiently waiting. I’ve got some great news i have now best package that fits for your needs .

Based on what you’ve told me, heres what i can offer we have the entertainment bundel that fit on your need which the Mega TV 250 chanel with Anytime Chatter our 500mb broadband would give you everything you’re looking for. This would give you the kids’ TV with your unlimited calls and would give you a reliable broadband connection for the gamers in your house! We could then VOLT this package which will include the 2gb Sim card unlimited calls and texts.if you already have a sim you can can use yourself or pass on to a family member for extra value.” sounds good right let me go ahead

Note: If your customer declines the deal, hear them out and really listen to the reason why they’re not bought-in and seek to educate & resolve. Consider whether we have done a comprehensive package review and revisit if necessary.

Recap

-And before we end this call, Just to quickly recap, you contacted us regarding the charges on your bill and the price rise affecting your services. I explained the available option to change or upgrade your package to better suit your needs,

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!

i dont want to loss the oporunity to have a better bundel that fit on your needs bcs this is a limitid bundel and as you mention erlier you have a -----so this is the oportunety to upgrade your pacage as low as 0000 sound grate right so let me go ahead to process this pacage for you see