SCENARIO 1: Customer Expresses Dissatisfaction at the Start or During the Chat
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1. Acknowledge & Create a Case
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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?

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2. Confirm Issue Summary & Desired Resolution
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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?

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3. Confirm Preferred Contact Method
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Agent Script

Great. May I please confirm how you would like to receive the resolution—via phone, email, or post?


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4. Provide Case Reference & Continue BAU
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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

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5. Before Closing the Chat
✅ If a Resolution IS Provided
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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?


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✅ 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?

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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.


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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?

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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.
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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.

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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.
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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?
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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?

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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?


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