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SCENARIO 1: Customer Expresses Dissatisfaction at the Start or During the Chat
- Acknowledge & Create a Case
Agent Script
Thank you for sharing this with me. I’m sorry to hear about your experience. I’ll go ahead and create a case on your account outlining the issues you’ve raised. Shall we use the same contact details currently on your account?
- Confirm Issue Summary & Desired Resolution
Agent Script
Thank you. Here’s a quick summary of the issue: [insert issue]. Would you like to amend anything? Also, could you please confirm the resolution you’re hoping for?
- Confirm Preferred Contact Method
Agent Script
Great. May I please confirm how you would like to receive the resolution—via phone, email, or post?
- Provide Case Reference & Continue BAU
Agent Script
Thank you. Here’s your case reference number for your records: [XX]. Let’s now continue with your original query and explore the possible options available.
➡ Proceed with BAU / Retention Chat Flow ✔ Check and discuss all possible solutions ✔ Provide accurate and clear information
- Before Closing the Chat ✅ If a Resolution IS Provided
Agent Script
Earlier, you mentioned being unhappy with your experience. We’ve now reached a resolution. Are you happy for me to close the complaint, or would you prefer to keep it open for further review?
✅ If NO Resolution Can Be Provided During the Chat
Agent Script
Earlier, you mentioned being unhappy with your experience. We’ve raised a complaint on your behalf. Please expect a call or email within 24 to 48 hours regarding the resolution. While we’re still connected, is there anything else I can help you with today?
If the Customer Is Happy to Close the Complaint
Agent Script
That’s great to hear. You’ll receive a confirmation email once the complaint is officially closed. I sincerely apologize for any inconvenience this may have caused and truly appreciate your understanding and patience. If there’s anything else you need, please let me know—I’m here to help.
If the Customer Is NOT Happy With the Resolution
Agent Script
I’m sorry to hear that the resolution didn’t meet your expectations. Please expect a follow‑up call or email within 24 to 48 hours regarding this matter. While we’re still connected, is there anything else I can assist you with?
SCENARIO 2: Customer Is Adamant About Speaking to a Manager 1st De‑escalation Attempt (Supervisor Available)
Agent Script
I apologize for the inconvenience you’ve experienced. I’ll log a complaint and discuss it with my manager. I just want to let you know that my manager and I have access to the same tools, offers, and information, and we’ll be able to provide the same resolution. Would you be happy to continue with me for now?
➡ If customer agrees: Proceed with BAU / Retention flow and follow closing steps above.
2nd De‑escalation (Customer Still Adamant)
Agent Script
No problem. I’ll log your complaint and check if a supervisor is available to assist you. Please allow me a moment while I do that.
⚠ Note: Never place the customer on hold for more than 3 minutes. Always seek permission if more time is needed.
If Supervisor Is Available
➡ Transfer the chat to the supervisor.
If Supervisor Is NOT Available
Agent Script
I apologize for the inconvenience. Unfortunately, my supervisor isn’t available at the moment. However, I’ll ensure your complaint is logged and reviewed as soon as possible. A supervisor will contact you shortly to discuss options and provide a resolution.
Confirm Contact Method
Agent Script
While I’m documenting this, may I confirm how you’d like to receive updates—by phone, email, or post?
Finalize Case
Agent Script
Thank you for waiting. I’m almost done logging your complaint regarding [XX]. Would you like to amend anything before I submit it?
Lastly, is there a specific resolution you have in mind that would help resolve this issue?
Provide Reference Number & Close
Agent Script
Thank you. Here’s your reference number: [XX]. I truly apologize for the inconvenience and appreciate your patience. Please expect a call or email within 24 to 48 hours from my supervisor. While we’re still connected, is there anything else I can help you with today?