Hi, this is Breiget, how may I help you today? Is there anything that I can do for you? |Possible Customer Query (AER) · “My Discounts have run out, and I need to review my package.” o You've reach the right person, thank you for raising that to us and yes, I’ll make sure that by the end of our conversation, you have a package that fits your needs. | If the internet was lagging or no connection or slow uhm I totally understand how annoying it is, I can see that it's not just the internet that has been cut off, an individual or even his/her whole family that is supposedly enjoying the speed of the internet connection that connects everyone to the world. But Rest Assured I'm with you and let's fix this together, ok? “I want to give notice to cancel, I have seen a cheaper deal elsewhere.” o I’m sorry to hear that. I do understand how it feels to get a new opportunity however the connections that we've built through time, days, months and years as well has gotten deeper it is sad to let go. Once again, I’m Breiget, and I’m here to see what I can do to keep or maintain our relation, if it's ok? |"I received an email that my bill will go up, and I can’t afford to pay that, can you help me with that." I completely understand why you're frustrated, [Customer Name], and I would be upset too if I saw an unexpected jump in my bill. You've reached the right person, and I’m going to look into this right now to find out exactly what happened. Let's get this sorted out for you. Amazing! Appreciate you for bringing this up. I honestly get where you're coming from— of course no one likes an unexpected missing amount on their bill, especially when trying to manage expenses. But congrats you've reached the right place, and I can totally help you with that. (So, you don't need to be worried) I'll look at your account right now and together we will resolve this, okay? I have both statements right in front of me. Let’s walk through what changed between last month and this month together. 𝗔𝗘𝗥 : For price rise: Thank you 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 let's walk through this till I resolve your concern? : For Internet: Thank you 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 let's 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, however you've reached 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! |Customer Authentication -May I know your full name, please? -Perfect! Can I call you by your 1st name? Great! Thanks. -Am I speaking with the account holder? (Account Verification) MEMORABLE QUESTIONS I can see here that your acc is password protected, Can you please confirm your 3rd of your password, please? Can you please confirm your 4th of your password, please? Can you please confirm your 7th of your password, please? If they don't remember their password, I suggest resetting your password, please? Don't worry, we have a second security questions for you. General questions Can you tell me what your email address is How about your Mobile Number? Financial When was your last bill value? When was the last bill due date? what is the last 4 digits of the bank? If FAIL for memorable Word Oh! Mr./Mrs. customer the information you provided me did not match here on our system, but no worries there will be another set of security questions for you. · IF DPA Passed on the IVR Congratulations! For going through our system as I can see that you've passed our security questions. IF DPA is not yet done IF NO DPA STILL Alright! Before we proceed, I will need to confirm some security details for me to have full access to your account. Can you please provide the 3rd, 5th, and 6th characters of your account password using phonetics? (IF APPLICABLE) Note: Encourage the customer to use the phonetic alphabet and ask for characters rather than just number. |Updating Contact details Thank you! We also want to make sure that we have the most updated contact information. Can I have your most updated email address and mobile number, please? Also, if we may need to call you back, what is the best contact number? Is it your mobile or the landline? (if they have both) RESOLVING THE PROBLEM EXTRA BILL Again, I'm sorry that you've been encountering issues with your landline, and I'll make sure to check what seems to be the problem when it comes to your bill May I know if there's any relative or someone that may use your telephone every weekend? that's why your cost bill his higher at 7 pounds INTERNET CONNECTION I'm sorry that you've been encountering issues with your landline, and I'll make sure to check what seems to be the problem when it comes to your internet connection. May I know if you have completed basic troubleshooting today or from the past few days? Package Review As I can see on the account, you are subscribed to… is that right (customer) · Package Name: · Services: · Monthly Bill: Probing I see then I'm going to proceed to ask a series of questions with regards to your services, for me to identify the best package that's suits your needs? TV “You’re currently subscribed to our Mix its TV package…” · Tell me how you and your household use your TV service. · What programs do you and your family enjoy watching? · 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? · How many devices could be connected to your broadband and is it all the time? LL “So, you’ve currently got Weekend Chatter…” · When do you tend to use your mobile? · If you had an all-inclusive plan, do you feel you would be more inclined to use your home mobile? · Do you have a friend/family member that prefers to contact you on your home mobile? 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? Here you go (Customer name) I have just found the best package that fits your needs and actually we got it on promo just for you, are you interested about it? As what you've mentioned just to clarify it you have ____ and ____and then and that Presentation Based on what you’ve told me, the Mega TV 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 5gb Sim card unlimited calls and texts. With the duration of 24months for only 58 P Such an Amazing deal, right? 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. I totally understand that you don't need it at the moment, but the great thing is that aside for it as a limited time offer only it is also just a way of us saying thank you to our loyal customer! Great, that’s all done for you just before you go, I’d like to just summarize what we have done today… 𝗢𝗕𝗝𝗘𝗖𝗧𝗜𝗢𝗡 𝗛𝗔𝗡𝗗𝗟𝗜𝗡𝗚 -For Price/Cost Objection: "I completely understand why you're looking closely at the cost—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?" Recontract FTR Checklist Before you go, I'll run through a quick summary of the changes we've made to (I just want to clarify the package that we've agree to deal with it also to make sure that you're happy with everything. You will now receive (the new package) the Contract will take effect on (the date) and your new monthly RATE will be £_ that includes (description of the new package with 24 months contract, LL, BB, TV) AFTER 24 MONTHS OF CONTRACT REGULAR RATE IS £. And your first bill for your new contract will be (£___ including proration) that amount is due on (due date). All that clear? 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 truly resolved your concern today? I hope and im Glad that I provided you the help that you needed, It is such a long journey (customer) however because of your cooperation we have dealt with it together. Yeah! Appreciate it so much you may receive a short survey about your experience, and I would really love your feedback if you got one. Once again, my name is Ven. Have a great day and stay safe!