DISCOVER BUNDLING - _____________________________________________________________ 1ST holds - I appreciate you waiting. I’m currently reviewing our options to find the best package for your needs. I’ll be right back with an update I understand this is important to you. Please bear with me while I look into the most suitable package—we’ll get this sorted shortly. Let me do a quick check behind the scenes to find the best fit for you. I’ll be back in just a moment Let me take a moment to explore the most suitable package for your needs—I’ll be right back with an update I’m currently reviewing your account and comparing packages. I’ll be back shortly with the best match _____________________________________________________________ 2ND holds - Thanks for your patience! I’m still reviewing a few options to make sure I find the best fit for you. I’m still in the process of checking our system to see what’s available. Thank you for holding. I want to make sure I get this right for you. Please bear with me while I look into the best available options I’m still with you—just taking a moment to ensure I recommend the most cost-effective option Thanks for waiting—I’m narrowing down the options now to find something that works well for you _____________________________________________________________ 3RD holds - Thanks for hanging in there! I’m almost done reviewing the available packages and will update you shortly I’m just confirming the details of a few packages that might suit your needs. I appreciate your patience I want to make sure I get this right for you. Please bear with me while I look into the best available options _____________________________________________________________ PROCESSING AN OFFER - _____________________________________________________________ 1st holds - I’m currently processing the offer for you. I’ll update you shortly once everything is done, please stay connected. I’m working on getting this offer applied to your account. I’ll be right back with an update. Just a quick moment while I complete the setup on my end—I’ll confirm once it’s all done. I am working on getting that offer ready for you right now! It will just take a brief moment to finalize everything. Please stay right here, and I will ping you the second it is done. I appreciate your patience. Your offer is actively being processed through our system right now. Please remain on the line, and I will be back with you with complete details in just a moment. I am currently processing your offer, but it is taking just a tiny bit longer than expected to load. Thank you for staying connected with me—I am manually processing everything for you. One moment. Thank you for staying connected. I am currently inputting and processing your offer manually on the system. I expect this to take just a few moments, and I will provide you with a full update shortly. _____________________________________________________________ 2nd Holds - I’m still making sure everything is accurate applying the offer in your account. Thanks for bearing with me. I’m still with you—just processing the offer now. I’ll let you know once I'm done. Please bear with me. Thanks for holding on. I’m still applying the agreed offer now and will confirm once it’s successfully added. Good news, I have located the details and I am processing your offer as we speak! Please hang tight for just a minute while the system finishes up. I will update you here very shortly. I appreciate your patience. Your offer is being manually processed through our system right now. It requires just a few more minutes to complete, so please remain online and I will be right back with your details. _____________________________________________________________ 3rd holds - I’m finalizing the offer for you now. If you have any questions while I work on this, feel free to ask I’m just wrapping up the process on my end. I appreciate your patience—it won’t be long Almost there! I’m just reviewing the final details to ensure everything goes smoothly We are almost there! I am putting the finishing touches on your offer right now. Please stay on the line—I will be back and will update you shortly! Your new Virgin Media deal is in the final stages! I am processing it manually on my end to get everything sorted. I just need a tiny bit more time to let the system sync up. Thanks for hanging out with me! _____________________________________________________________ Processing Disco: - _____________________________________________________________ 1ST holds - Thanks for your patience! I will now process your disconnection. Please hold on a moment. I’m currently processing your request. I’ll update you shortly once everything is done, please stay connected. I am just opening up our secure cancellation portal now to get this processed for you. The system is loading, so it will take just a few moments. _____________________________________________________________ 2ND holds - I’m still working on completing your disconnection. Please bear with me a little longer. I’m in the middle of finalizing your disconnection. Thanks for hanging in there. While I'm processing the dates, just a quick heads-up: we will send you a pre-paid packaging bill in the post to return the router. It’s super easy—you just drop it off at any local Collect+ point. _____________________________________________________________ 3RD holds - Finalizing your disconnection now. I’ll be right back with confirmation. Almost done—just finishing up the disconnection. Please hold for a moment. Wrapping up your request now. I’ll confirm once everything is complete. Thanks for your patience Best for DI! - No worries at all! The system is just taking a few extra moments to save everything. I'm staying right here with you until it's completed and will let you know the second it goes through. Just putting the final disconnection dates and notes onto your account now so everything is 100% accurate. While we wait for this to update, is there anything at all you're unsure about regarding the cancellation or next steps? I’m just finalizing the disconnection date for [Date]. I genuinely want to thank you for being with us for [X] years. It’s a shame to see you go, but I totally respect that you need to do what's best for your budget right now. _____________________________________________________________ ADDITIONAL HOLD SCRIPTS - _____________________________________________________________ Give me a quick second—I’ll sort this out! Bear with me for a bit—I’m on it! Hold on just a moment—I appreciate it! I appreciate your patience—just a moment, please! Kindly hold on for a brief moment while I check that for you. Let me take a quick look—please bear with me! I’ll be right back with you—thanks for waiting! Just a sec, I’m working on that now! Hang tight for a moment—I’ll get that sorted! Thanks for holding—I’ll have an update shortly! Give me a quick second—I’ll take care of it! Hang on a moment—I’m working on it now! Just a sec, I’ve got this! Bear with me—I’ll sort it out shortly! One moment—I’ll have that ready for you! Thank you for your patience—please allow me a moment to check. Kindly give me a moment while I look into this for you. I appreciate your patience—I'll be with you shortly. Let me review that quickly—thank you for waiting. Please hold on briefly while I verify that for you. Thanks so much for your patience—I’m on it! I’ll be right with you—appreciate you waiting! Just a moment, and I’ll get that sorted for you. I’m checking that now—thanks for hanging tight! Give me a moment—I’ll make sure this is handled properly. _____________________________________________________________ FLEXIBLE HOLD SCRIPTS - _____________________________________________________________ I just need a bit more time on my end. Please bear with me. I’ll need a little more time to complete this. Thank you for your patience. Just a moment longer on my end, please bear with me. I’m still working on this and may need a bit more time. Thanks for your understanding. Please allow me a little more time to finish up on my end. I’ll need some additional time here. I appreciate your patience. Just taking a bit more time on my side—thank you for bearing with me. I’m almost there, just need a little more time. Thanks for waiting. I may need a few more moments to wrap this up. I appreciate your understanding. Please bear with me while I take a bit more time to complete this. _____________________________________________________________ REVIEWING THE ACCOUNT - _____________________________________________________________ I’ll take a moment to check your account and will return shortly. 😊 Thank you for your patience! It will take me a little while to review your account, so please stay connected. Thank you for your understanding. I will need a few more minutes to resolve this for you. Thanks for your understanding! I’m still reviewing your account to ensure I give you the best response. I’ll be right back. I appreciate your patience! Please hold on for a moment while I dig a little deeper into this. Thank you for waiting! I just need a few more minutes to resolve this for you. Sorry to keep you waiting. Please hold on as I investigate this matter further. I need another few minutes to look into this. Please bear with me. I’ll need a few more moments to review the details on your account. Thank you for your patience. 😊 Thank you for staying connected! I’m still checking this on my end and will be back with an update shortly. I appreciate your patience. I just need a little more time to complete my review. Thanks for bearing with me! I’m currently looking into this further and will return with an update soon. I’m still working on your request—thank you for hanging tight while I finish checking everything. Thank you for your continued patience. I’ll be with you shortly once I finalize the review. I just need a bit more time to verify everything on your account. I appreciate your understanding. Thanks for waiting! I’m in the process of resolving this and will update you as soon as possible. I appreciate you staying with me. I’ll need another moment to complete the necessary checks. Thank you for your patience! I’m carefully reviewing the details to ensure everything is accurate. Please allow me a few more moments while I finish looking into this for you. I’m still investigating this matter—thank you for your patience while I work on it. Just a little more time needed on my end. I truly appreciate your patience. Thanks for your understanding! I’m double-checking everything to provide you with the best resolution. I’ll be with you shortly—just completing the final steps on my end. Thank you for waiting! 😊 _____________________________________________________________ ACKNOWLEDGEMENT - _____________________________________________________________ Got it. Noted. Understood. Okay, thank you. Alright, I see. Received, thank you. Copy that. Acknowledged. I understand. Noted on this. Noted with thanks. Understood, thank you for the information. Duly noted. I acknowledge your request. Thank you for bringing this to my attention. I understand your concern. Noted and understood. Thank you, I have taken note of this. This has been noted accordingly. Acknowledged, thank you for the update. I understand how you feel. Thanks for letting me know. I hear you. I completely understand. That makes sense—thank you for sharing. I appreciate you explaining that. Got it, thanks for the clarification. I understand your situation. Thank you for your patience and explanation. I see where you're coming from. Thank you for confirming. Noted on your account. I understand your request, thank you. Your concern has been noted. Thanks for the details—that’s helpful. I’ve noted that and will proceed accordingly. Thank you for the information provided. I acknowledge your concern and will assist you further. Got it, I’ll take it from here. Thank you for confirming those details. _____________________________________________________________ ISSUE - ____________________________________________________________ I understand the issue you're experiencing—thank you for letting me know. I’m sorry to hear that you’re encountering this problem. Let me assist you. Thank you for bringing this to my attention. I’ll look into it right away. I understand how this could be frustrating. Let me check this for you. I completely understand your frustration, and I’m here to help. I’m really sorry for the inconvenience this has caused you. I hear you, and I understand why this is concerning. Thank you for your patience—I’ll do my best to resolve this quickly. _____________________________________________________________ PROVIDES INFORMATION - _____________________________________________________________ Thank you for the details—that’s very helpful. Got it, I appreciate the information you’ve provided. Thanks for sharing that with me. I’ve noted the information—thank you. Thank you for confirming that. Got it, thanks for the confirmation. Noted, I appreciate your confirmation. Perfect, thanks for verifying that detail. Thank you for pointing that out. I appreciate the clarification. Got it—thanks for correcting that. Thank you for helping me understand better. _____________________________________________________________ PATIENCE, DELAY ADDITIONAL HOLD - _____________________________________________________________ Thank you for your patience while I work on this. I appreciate you waiting—I’m still checking on it. Thanks for staying connected while I review this. I appreciate your understanding as this may take a bit longer. I appreciate your patience—I’ll need a bit more time to complete this. Thank you for your understanding while I continue reviewing. I’m still working on this—thank you for hanging in there. Please allow me a few more minutes to finalize everything. _____________________________________________________________ LOST SOMEONE, EMPHATIZE, PASS AWAY -_____________________________________________________________ I’m truly sorry for your loss. Please know that I’m here to help in any way I can. My deepest sympathies to you during this difficult time. I can’t imagine how hard this must be—my sincere condolences. I’m very sorry you’re going through this. I’ll do my best to assist you. I’m very sorry for your loss. Please take your time—I’m here to assist you whenever you’re ready. Please accept my sincere condolences. I’ll make this process as smooth as possible for you. I’m sorry for your loss. I’ll handle this with care and assist you every step of the way. My condolences to you. Let me help take care of this for you. _____________________________________________________________ SICK -_____________________________________________________________ I’m sorry to hear that you’re not feeling well. I hope you feel better soon. I’m sorry you’re going through this. Wishing you a quick recovery. I’m sorry to hear that you’re not feeling well. Please take your time—I’m here to assist you. Thank you for letting me know. I hope you feel better soon, and I’ll assist you with this. I’m sorry to hear that. I’ll do my best to make this process easier for you. Please don’t worry—I’ll handle this for you while you focus on getting better. Thank you for sharing that—I’m sorry to hear you’re not feeling well. I appreciate you letting me know. I hope you feel better soon. I’m sorry to hear that. Let me assist you so this is one less thing to worry about. That must be difficult—I’ll do my best to help you quickly. _____________________________________________________________ PROGRESSIVE QUESTIONS - OFFERING: - _____________________________________________________________ How does the offer sounds to you? Which of these two options would you prefer? How would you like to move forward? Shall we go ahead and book the deal? Are you happy with that? May I know your thoughts on this offer? Which option would you prefer to move forward with? Please let me know how you would like to proceed. Would you like me to go ahead and arrange this for you? Shall I proceed with this option on your behalf? Kindly confirm if you're happy to move forward. Would you like me to secure this for you now? Shall I go ahead and lock this in for you? Can I proceed with booking this for you? Would you like me to finalize this for you today? Should I reserve this option for you? No pressure at all—what are your thoughts? Take your time—what option feels right for you? Let me know what works best for you. I’m here to help—how would you like to proceed? Feel free to choose whichever suits you best. _____________________________________________________________ ASKING IF THERE IS ANYTHING ELSE: - _____________________________________________________________ Did I manage to clarify everything for you? Is there anything more you’d like to know? Do you have any additional questions? Are there any concerns we haven't covered yet? Is there any additional information you require? Was I successful in providing clarity? Do you have any concerns that we haven't addressed yet? Was I able to clear things up? I want to make sure I’ve communicated that clearly—any thoughts? Are we aligned on this approach? Did I explain everything clearly? Was everything clear in my explanation? Have I answered all your questions? Did that help clarify things for you? Is everything clear now? Did that clear things up? _____________________________________________________________ IN THE MEANTIME - _____________________________________________________________ In the meantime, please feel free to reach out if you have any questions. I’m happy to help. If any questions come up, don’t hesitate to contact me—I’m here to assist. Should you have any questions in the meantime, please feel free to reach out. If you need anything or have questions, don’t hesitate to get in touch. I’m happy to help if any questions arise in the meantime. _____________________________________________________________ --**HAPPY TO HELP**-- - It’s my goal to make this process smooth for you! - I’m here to make things easier for you today! - I’m glad to help with anything you need! - It’s lovely to assist you with this matter! - I’m glad to support you with this today! - It’s wonderful to be assisting you today! - It’s my pleasure to assist you with this! - It’s wonderful to be assisting you! - I’m happy to assist in any way I can! - I’m committed to helping you with this! - I’m here to lend a helping hand! - I’m here to make things easier for you today! -- -- --**Progressive Questions**-- - All good so far, XXX? - Are things clear so far? - Was I able to clear things up? - Are you happy with that? - Are we all good with that, XXX? - How does that sound? - How's that for you? - Happy to go ahead? - May I know how do you wish to proceed? - How do you wish to continue? - Which one do you prefer? - Which do you prefer? - All good to proceed? - What do you think? - What are your thoughts? - Shall we proceed? - Shall we explore more options? - Do you have any other question? -- -- --**Progressive Questions**-- - Shall we take the next step, or is there something else you’d like to discuss? - Are there any last-minute details you’d like to go over before we continue? - Before we lock in this great offer, is there anything else you need from me? - Is there anything else on your mind before we proceed with this offer? - Is there anything else I can clarify for you before we seal this fantastic offer? - Before moving forward, is there anything else you’d like me to go over? - Before we take the next step, is there anything else you’d like to address? - Are there any other questions I can answer for you before we continue? - Are we ready to move forward, or is there anything else you’d like to clarify? - Do you have any concerns or thoughts before we proceed with this fantastic opportunity? -- -- --**SHARING INFORMATION**-- - I really appreciate you telling me this. - Thank you for sharing such valuable information. - I can certainly see why you feel that way. - It's only natural that you feel this way. - It's great to hear that. - I appreciate your honesty. - Thanks for letting me know. - That's very insightful, thank you. - I appreciate your perspective. - Your input is much appreciated. - Thanks for the heads-up. - That's really helpful to know. - I'm grateful for your feedback. - Thanks for the update. - I value your input, thank you. - It's useful to hear that. - I appreciate your candor. - Thank you for providing this information. - I'm glad you brought that up. - That's good to know, thanks. - Your contribution is appreciated. - Thanks for sharing that detail. - I understand why you're disappointed. I'd really like to help, XX - I can imagine why you feel that way. It's not our intention to confuse you, please allow me to clear things up. - I can understand why you feel upset, and we will work towards fixing this situation for you. - Thank you for sharing that. I want to make sure I fully understand your concern so I can assist you better. Could you kindly clarify or provide more details? -- -- --**QUESTION**-- - I would ask these questions too if I was in your situation. - That's an excellent question! I'm glad you asked. - Great question! Let's dive into it. - I'm so glad you brought that up. Fantastic question! - That's a really insightful question. - Wonderful question! Let's explore the answer. - You've asked a brilliant question. - That's a thought-provoking question! - I'm impressed by your question. Let's discuss it. - That's a very good question. Let's look into it. - You've raised an important point with that question. - That's a smart question! Let's find the answer. - I'm glad you asked that. It's a great question. - That's a very interesting question! - You've asked a fantastic question. Let's get into it. - That's a sharp question! Let's see what we can find. - I'm thrilled you asked that. It's a great question. - That's a very perceptive question! - You've asked a noteworthy question. Let's explore it. - That's a very thoughtful question! - I'm excited to answer your excellent question. -- -- --**WAITING**-- - Thanks for patiently waiting, XX! - I appreciate your patience. - Thank you for waiting. - Thanks for bearing with me. - I appreciate you hanging in there. - Thanks for your patience. - I apologize for the wait. - Thanks for your understanding. - I appreciate your patience during this time. - Thanks for sticking with me. - I’m grateful for your patience. - I appreciate you waiting. - Your patience is appreciated. - Thanks for being so patient. - Thank you for your patience and understanding. - I appreciate your waiting. - Thank you for bearing with me. - I’m grateful for your understanding. - Thanks for your patience during this process. - I appreciate your tolerance. - Thank you for hanging tight. -- -- --**IN A HURRY**-- Thanks for letting us know you're on a tight schedule. I’ll prioritize your request and provide a swift resolution. --**DOCTOR**-- Thank you for letting us know, Doctor. Your dedication and expertise in the medical field are highly valued. --**DEAL CONSIDERED**-- I understand that you don’t want to go ahead with that today, No worries, I’ll save (details of offer) on your account in case you change your mind in the future. Please bear in mind that this deal will be subject to availability -- -- --**Blue Light Card**-- Since you've mentioned you're an NHS Worker/asking for NHS discounts, while we aren't providing any direct discounts at the moment, we advise you to visit a site that caters specifically for you providing offers and discounts: click here http://www.bluelightcard.co.uk. Let me check the best deal I can offer you. -- -- "If we go one touch switch, do I incur any early termination fees?" Great question, XX. As per checking here your contract end date is XX/XX/XX which means if your new provider installation date is outside of this date you will not be inquire early termination fee. -- -- OTHER AGENT I understand your perspective completely, and I empathize with your situation. It appears that the agent handling your query belongs to a different department. No need to worry—I can provide you with the contact details for that specific department so you can reach out directly and address your concerns regarding this matter. Here is the phone number: XXX = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = = While I truly wish I could assist you with this matter, it falls beyond the scope of our support. This is why I provided the contact information for the specific department responsible for the changes made to your account. They will be best equipped to offer further assistance, as our access to these details is limited. Whilst we're still connected, is there anything else that I can assist you with? -- -- Acknowlegdement - I understand how you're feeling and that you're not happy. Let's take a look at how we can get this resolved for you.
- I'm really sorry that you are thinking of leaving Virgin Media, may I know the reason why you are looking to cancel? - Thanks for waiting! I can see here that you want to cancel your services. Just so you know, we do have new offers ongoing that you might want to consider. Would you spare some time checking the details? -Thanks for waiting and providing information. I see that you are planning to disconnect. Just so you know, we do have new offers ongoing that you might want to consider. Would you spare some time checking the details? - It's sad to know you want to cancel your services because your business means a lot to us, so rest assured that I will do my best to assist you and provide you an excellent service. Let’s find the best deal for you before making the final decision. How does that sound? - I do apologize for the inconvenience, if you would allow me, I'll take a quick look on your account and I will be with you shortly. • I would be glad to help you with this. Give me just a minute while I figure this out for you. - Thank you. I’m just going to repeat back what you’ve told me, so we can be sure that we’re on the same page. - I understand the problem. It seems to have been really frustrating for you. Rest assured I’m going to take care of this. - I realize that this is a very difficult situation. But don’t worry, you’re through to the right person to get this sorted for you today. - Your experience has been undeniably unsatisfactory. I will ensure that this problem is addressed. - You are absolutely correct. - I have experienced a similar problem recently, so I understand what you are saying. Let me see what I can do to help you out. - I have encountered a similar issue, so I understand quite better . Let me check the best way I can help you with. - What you have gone through is equally unacceptable to us as it is to you - I recognize the difficulty of the issue, but let’s strive to find a resolution. - I’m so sorry to hear this. It shouldn’t have happened. I’ll look into this right away for you. - Now that I am aware of the situation with your [insert product/ service], I will definitely do my best to fix it for you - Thank you for getting in touch about this problem with your [insert product/ service]. It really helps us to know these things so we can address them as quickly as possible. • I can see how the situation would be frustrating. Allow me to help you in getting this sorted. • I can imagine how frustrating that must be. Let me see what I can do to rectify the problem. • It's perfectly understandable that you're upset about what has happened. I will make sure to get this sorted out as soon as possible. • I can imagine why you feel that way. It’s not our intention to upset you, please allow me to clear things up. • I am sorry for what happened, but now that you got me, I will make sure that we’ll get this sorted out. • I am personally going to take care of this for you. • I'm sorry you've had to deal with this. What I’m going to do for you is … • I appreciate you bringing this to our attention so that we can deal with this immediately. • Thank you for getting in touch about this. Let me see what I can do to get this sorted out. • Although I know that my words are not enough to appease your disappointment, I hope that you'll consider this an isolated incident and give us another opportunity to serve you better. • Your satisfaction means everything to us. Have we covered everything that you wanted to discuss today? - Your satisfaction is our prime goal. Have we discussed everything that you wanted? • I want to thank you for taking the time to speak with me today.