*OPENING*

Good day, you've reached TalkTalk Technical Support, my name is Mary. I will be here to assist you. We do apologise for keeping you waiting on the line, as we have a high volume of chat. Give me a few seconds to read your message so I can get full scope of what support you need for today. This will be quick, just stay on the line please.

Good day, you're through TalkTalk Technical Support, my name is Mary. I will be here to assist you. Give me a few seconds to read your message so I can get full scope of what support you need for today. This will be quick, just stay on the line please.

*HIGH VOLUME*

I am sorry that it has taken longer than usual for your chat to come through to us. We are currently experiencing high chat volumes, which is the reason for the delay. However, now that your chat is through to me, I will do my best to assist you.

*ACKNOWLEDGMENT*

I do appreciate you bringing this to our attention. I deeply apologize for the inconvenience this has caused you. Rest assured, I'll investigate this and check my resources and I will definitely make sure that all options are exhausted to resolve this issue.

*IDV PROCESS*

Just to confirm, am I chatting with an Account Holder?

For us to be able to assist you, can I have your Account number?

I see here that you are already authenticated through My Account. Would you like for me to update the security details on your account for future reference?

I have now gain full access of your account. Would you like to update the security details in your account for future reference?

Can you also confirm the first and second character of your telephony password?

Please do let me know which security details would you prefer to update :

- Telephony Password
- Pre-defined or Custom question
- Registered mobile number
- Registered email address

*IF FULLY VERIFIED*

Since your already logged in to our talktalk my account, there will be no need for me to ask security questions since your already verified. I will now be pulling up your account. Allow me 2-3 minutes. Thank you so much!

By the way. I can see that there are some informations on your security questions that needs to be updated.I would recommend updating your account's password so that account authentication will be simple in the future, this can be done with myself or via your My Account. Would you want me to update this one for you or would you prefer to do some other time and proceed to your Query today to get this sorted out?

*HOLDING*

Thank you for patiently waiting on the line, .As of the moment I'm still trying my best to sort out the problem that you have. So please allow me 2-3 more minutes.

*OUT OF SCOPE*

I have checked your account and found that you are on a Full Fibre package. As much as I would love to assist you, I'm afraid I may not be the best person that can assist you right now as my sources are limited here and it is beyond our control. Our chat can only assist customers who are subscribed to lower packages than Full Fibre.

I can definitely connect you over to the relevant team for you to be further assisted. I would love to help arrange and correct this for you, but even the access to your account is limited here on my end due to the limited scope of support. I'm so sorry for the limitations.
Would you like me to connect you over to them directly?


*QUESTION FOR MOBILE DATA*

Do you have a mobile data connection on your mobile phone or other internet provider that we can connect?Just in case if needed. So that we will not be disconnected if we will be running a line test.

*CX IS IN HURRY*

I do understand the urgency of this matter and please contact us at your most convenient time. I'll place some notes on the account for the next representative to easily identify and continue where we last left off instead of starting the steps all over again. Hope this helps.

Be assured that this is now taken care of, and we'll definitely get the best possible resolution to fix your query by the time you contact us back.

*TEMP CHECK*

It has been a pleasure assisting you today. Thank you for the patience and cooperation. I would also like to take the opportunity to thank you for being one of our valued customers, guaranteed that we'll keep on working to provide you the best service. May I know if you are happy and satisfied with the service that I've provided you today?

Apart from this, is there anything else TalkTalk and I can help you with?

*CLOSING*

Thank you for giving me the chance to assist you today, --. We value your partnership with us and you choosing TalkTalk means a lot to us.

Always a pleasure assisting you today and we in TalkTalk really cares and values our customer's time, I won't take much of your precious time.

Once again, this is Grace from TalkTalk Technical Support Department. We appreciate your business with us and have a lovely day. Keep safe always.