Script!

STATE YOUR NAME

Hi there, you’re now chatting with John. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊

Hi there, you’re now chatting with John. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊

New pass: JEcredopass67

For documentation purposes, can you confirm that we will not make any changes and leave your account as it is?

To ensure the accurately of the delivery of your return kit, also to avoid having unreturned fees. Could you please provide your complete new UK address?

You will receive an email from our back-office team within the next 24-48 hours because they are the one to handle the proof of address validation period. On that email, it contains the instructions on how and to where you need to send the necessary documents to waive your early termination fees.

For tips on how you can track your QuickStart delivery, please visit www.virginmedia.com/help/track-my-delivery. Your self-install kit will be delivered to the new address on the same day of the install between 8am and 9pm. We will text you when it is on its way. This kit will fit in through the letterbox.

May I know your preferred move out date and your new address along with the post code please?

homemovers@virginmedia.co.uk

EID: STL2056745 SSS: 3519482048 pass: Celestine19

DISCO MOVERS MESSAGING CONTACT ID: Identity of the chatter: AH Name of the chatter: Account Number: DPA STATUS: PASSED DPA TIME STAMP: Contact Number Update Status: Verified/ Updated Email address Status: Verified CJM: N/A WO: QUERY: Customer want to cancel due to moving to (non-serve/abroad/new address with active VM services/new address with active other provider/new address and found a better deal, etc.) RESOLUTION: Booked disconnection. (Advised EDF/Educated about EDF waiver for non-serve) Final bill discussed. Advised to return Equipment. DISCO DATE: DISCO REASON: BE:

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M&T MOVERS MESSAGING

CONTACT ID: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact Number Update Status: Verified Email address Status: Verified CJM: N/A Old address WO: New address WO: QUERY: Customer want to move the service to new address. RESOLUTION: Process house move…. OLD ACCOUNT #: OLD ADDRESS: NEW ACCOUNT #: NEW ADDRESS: DISCO DATE: INSTALL DATE: CONTRACT: Contract continuation/ new contract. BE ON NEW ADDRESS: BE ON OLD ADDRESS:

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UNRESPONSIVE MOVERS MESSAGING

CONTACT ID: Identity of the chatter: AH Name of the chatter: ACCOUNT NUMBER: DPA STATUS: PASSED DPA TIME STAMP: CX is unresponsive/idle/ No interaction.

============================================== QUERY MOVERS MESSAGING CONTACT ID: Identity of the chatter: AH Name of the chatter: ACCOUNT #: DPA STATUS: PASSED DPA TIME STAMP: Contact Number Update Status: Verified Email address Status: Verified CJM: N/A QUERY: Customer want to RESOLUTION:

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AI command!

Act as an expert Customer Service Representative for Virgin Media Chat Support in the UK.

Your goal is to draft a reply to the customer's message provided below. Follow these strict rules for every response:

ACKNOWLEDGEMENT: Start by acknowledging their specific situation or issue immediately.
EMPATHY & TONE: Be highly empathetic, polite, calm, and professional. Use words that de-escalate frustration so the customer does not get angry.
CONCISE: Keep the response short, direct, and easy to read on a chat screen. Avoid long paragraphs.
VIRGIN MEDIA PROCESS: Align with standard UK telecom/Virgin Media processes (e.g., standard security checks if it's the start of the chat, checking the network status page for signal issues, or booking an engineer if troubleshooting fails).
MIXED LANGUAGE: Write the final response in English, but you can understand customer inputs in English,

Here is the customer's message: "[PASTE CUSTOMER MESSAGE HERE]"

Draft the best chat response now:

We are chat support can you help us reply to this customer with a good empathy statement that would lead to promoter make it simple as well not more than 40 words and don't over promise

Customer: Thanks for waiting. I completely understand that you see a cheaper price online. Please be advise that this offer is for new customer.

New pass: JEcredopass67

For documentation purposes, can you confirm that we will not make any changes and leave your account as it is?

​​To ensure the accurately of the delivery of your return kit, also to avoid having unreturned fees. Could you please provide your complete new UK address?

You will receive an email from our back-office team within the next 24-48 hours because they are the one to handle the proof of address validation period. On that email, it contains the instructions on how and to where you need to send the necessary documents to waive your early termination fees.

Draft the best chat response now:

To ensure the accurately of the delivery of your return kit, also to avoid having unreturned fees. Could you please provide your complete new UK address?