📞 Customer Support Script Master Template

🚪 1. Opening Sequences

INTRO (Fresh Session)

Action: State your name clearly.

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

TRANSFERRED (From Colleague)

Action: State your name and acknowledge the handoff.

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

⏳ 2. Mid-Chat Engagement

On Hold / Waiting

Thanks for waiting! We can take a quick look at your account to see if any updated offers might better suit you. Would that be something you’d be interested in?

Answer / Confirmation

Thanks for confirming! We can take a quick look at your account to see if any updated offers might better suit you. Would that be something you’d be interested in?

⚠️ 3. Disconnection Probing & "NO" Responses

Opening Discovery Statement

Understood. Could you confirm a few details so I can guide you on the next steps? • I'm in the process of switching to a new provider. • My new provider has installed my new services.

🔄 4. Recontract & Probing Sequences

🚪 Disconnection Prevention Bridge

Condition: Use this script only if the customer is explicitly requesting a disconnection.

Thanks for letting me know! I’m just going through your account for your request. While doing that, I can also see that there are some exclusive offers available for you today.

🤝 Permission to Probe

Condition: Use this script if the customer said yes to checking your offers.

To help me tailor what’s best for you right now, I just need to ask a few quick questions.

📺 5. Service-Specific Probing Questions

🖥️ Television (TV) Discovery

Just to make sure we’re not missing a better option, how does your household usually watch TV: live channels, streaming apps, or a mix?

Follow-Up Action: If the customer answers they do watch TV or currently have TV service, ask this:

Awesome! Are there any specific TV channels that are important for you to have?

🌐 Broadband (BB) Discovery

• Option A (Bundled with TV):

  Thanks for sharing. Aside from TV, are there any other online activities your household enjoys? And roughly how many devices are being connected at the same time?

• Option B (Broadband Only/Standalone):

  Thanks for letting me know! In regards to your broadband, are there any other online activities your household enjoys? And roughly how many devices are being connected at the same time?

📱 6. Mobile Options (O2 SIM / Max Volt)

Household Check

Thank you. Lastly, does anyone in your household use O2? I ask because we do have a few options with extra benefits through O2.

Data & Tariff Verification

Amazing! Can you also confirm what tariff the SIM card is on? For example: 250GB boosted to unlimited data, 15GB, 10GB, etc.

Number Collection

Thanks! Can I take the O2 mobile number, please?

⏳ 7. Hold Before Pitch

Placing Customer on Hold

Got it 😊 Let me review your account for the best options—I’ll be right back.

🤝 8. Contract Acceptance & Processing

The Customer Accepted the Contract

Awesome! 🙂 Please stay connected — we’ll need your consent via email or SMS before we can complete the package change.

For your convenience, if you become disconnected or inactive while we are processing your recontract request, we may attempt to contact you by phone to assist in completing the transaction.

Partial Disconnection (Single Service Removal)

As you’re requesting to remove your [Phone/TV], a 30-day notice applies. Your disconnection will be on dd/mm/yy. 🙂

📜 9. Terms, Conditions & Mandatories

Setting Expectations Before Order Processing

Awesome! 🙂 Please stay connected — we’ll need your consent via email or SMS before we can complete the package change.

For your convenience, if you become disconnected or inactive while we are processing your recontract request, we may attempt to contact you by phone to assist in completing the transaction.

Contract Mandatories

The price of Virgin Media’s Main services may change when any offers expire. In addition to this, the price will increase each April from 1st April 2027. The amount will be: £4 from April's bill 2027 £4 from April's bill 2028

All of your pricing is laid out in the pre-contract information I am about to send you. I will then take you through the details before you accept that you are happy to proceed. This does not apply to any add-ons you may have selected or any admin charges that may be applicable. The price of add-ons may vary at any time, and they can be removed with 30 days’ notice.

You will shortly receive information via email regarding the package we have discussed today. It will cover specifics around the contract you will be entering, but we would like you to pay special attention to: • Our Broadband honesty statement which covers our minimum speed guarantee and expectations. • The specifics on what your talk plan includes as standard. • The contract details, cooling-off period, and any early disconnection fee details if applicable.

May I ask which of the following options you prefer?

           1. Send any or all of them out now.

           2. Prefer to read them within the documentation you receive.

Contract Terms

Your services are subject to a new contract; the new contract will apply to all services on the account (TV, Broadband, Telco). If you choose to leave your contract early or move to an address where Virgin Media is not available, you may be subject to an Early Disconnection Fee. You get a 14-day cooling-off period when you sign up for a new contract.

Broadband Speed Information

As we have changed your broadband speed, your new estimated download speed range to your router is between XXX and XXX Mbps at peak times, and your upload speed will range between XXX and XXX Mbps. Your minimum download speed to your router shouldn't fall below XXX Mbps.

Your broadband will be powered by our hybrid fibre, which travels on our fibre network to our street cabinets, where coax cables carry it from there to your home.

EECC1 Compliance

I am sending you a link for your contract documentation, including your contract information and contract summary. This is going to the mobile number and email address we have on file for you, or we could use another if it's easier for you to confirm receipt.

Can you please confirm that you’ve received the SMS or email I’ve just sent, and type in the chat: "Yes, I have approved it"?

Can you please confirm you have received the SMS and or Email I have just sent and do you approve it?

EECC2 Compliance

Perfect! Can you please confirm you're happy for us to continue and complete the order?

New Equipment Delivery

You’ll receive a new [TV box/Hub] with delivery on dd/mm/yy.

Activation Fee

There’s no activation fee — it’s £0 for postage, setup, and equipment.

🧾 10. Order Completed & Billing Explanations

Pending Payment Existing

Thanks for waiting! There is a pending payment of £X due on DD/MM/YYYY.

The Two-Payments Scenario

Thanks for waiting! Your next bill due date (DD/MM/YY) will be £XX (including any pro-rata charges). After that, it will be £XX on DD/MM/YY.

The One-Credit & One-Payment Scenario

Thanks for waiting! Your next bill due date (DD/MM/YY) will be a credit of £XX (including any pro-rata charges). After that, it will be £XX on DD/MM/YY.

No Bill Showing Yet

Thanks for waiting! Your next bill will include pro-rated charges based on your billing cycle (covering time on both your old and new package). You’ll also receive an email confirming the changes—does that make sense?

Three Bills Showing Scenario

Thanks for waiting! Quick heads-up: since the changes, you currently have 3 bills showing on your account:

  1. £XX due on [Date]

  2. £XX due on [Date]

  3. £XX due on [Date]

One of your bills may be higher than usual due to pro-rated charges from your recent package change. After this, your bill will return to your new regular monthly amount. All good?

Higher Bill Explanation (General)

Your next bill may be higher as it includes charges from both your previous plan and your new package. After that, it will return to your regular monthly amount.

📋 11. Final Action Summaries

Summary Same Package

Quick recap: you’re getting our XXX for £XX.XX/month on a 24‑month contract (£XX.XX after the promotion). Your new contract will be activated on DD/MM/YY. Any out-of-plan calls (landline) or pay‑per‑view purchases (TV) will be charged additionally. That’s it—your order is complete! Your work order number is WO-XXXXXXXXXX—please keep it for reference.

Summary Disconnecting Service/s

Your request is now complete. Your (Phone/TV) service will be disconnected on DD/MM/YY. Your new XX package will be £XX/month on a 24‑month contract (£XX after the promotion), starting on DD/MM/YY. That’s it—your order is complete! Your work order number is WO-XXXXXXXXXX. Please keep this for future reference.

Summary Sending Equipment

Quick recap: you’re getting XX for £XX/month on a 24‑month contract (£XX after the promotion). Your contract starts when your (equipment) is delivered on DD/MM/YY. Any out‑of‑plan calls (landline) or pay‑per‑view (TV) purchases will be charged separately. That’s it—your order is complete! Your work order number is WO-XXXXXXXXXX—please keep it for reference.

Summary Sending Equipment and Disconnecting Service/s

Your request is now complete. Your (Phone/TV) service will be disconnected on DD/MM/YY. Quick recap: you’re getting XX for £XX/month on a 24‑month contract (£XX after the promotion). Your contract starts when your (equipment) is delivered on DD/MM/YY. Any out‑of‑plan calls (landline) or pay‑per‑view (TV) purchases will be charged separately. That’s it—your order is complete! Your work order number is WO-XXXXXXXXXX—please keep it for reference.

Upgrade/Downgrade Notice

Just to let you know, you may experience a brief service interruption due to the change. Your new service will start on the agreed date. If you want to make changes in future, just give 30 days’ notice.

Netflix Activation

Quick reminder: please activate Netflix within 30 days to avoid interruptions.

Return of Equipment

We’ll need your Virgin equipment returned. We’ll send a pre‑paid package—just pack it, attach the label, and drop it at your nearest Collect+ point: https://inpost.co.uk

If you don’t return your equipment, a charge of £XXX may apply for any unreturned items. If you don’t receive the return kit within 10 days, please request another here: https://virginmedia.com

All clear with this?

Aklamio Referral Check

Good news! As a Virgin Media customer, you can earn up to £50 cashback for every friend you refer. There’s no limit—refer as many people as you like! Is it okay if I share your email with our partner Aklamio so they can send you your refer‑a‑friend link?

If Yes to Aklamio

Perfect—you’ll receive a confirmation email within the next couple of hours.

Volt Mandatories

If you have an O2 SIM linked to your account, it will remain unchanged. For any changes, please contact O2: https://o2.co.uk. If not, you can ignore this message.

More Options / Self-Help

Need help? Visit ://virginmedia.com. Manage your account anytime at ://virginmedia.com to view bills, make payments, set up direct debit, and more.

👋 12. Closing Sequences

Refined Closing Option A (Warm & Helpful)

All done! Everything is fully sorted and good to go on your account today. Since I'm still right here with you, is there any other question or quick task I can handle for you before we wrap up?

Refined Closing Option B (Short & Professional)

Everything has been successfully arranged for you! While we're still connected, is there anything else at all I can assist you with today?