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Scripts used by customer service.

David Plummer made this Freedom of Information request to Transport for London

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Dear Transport for London,

Could i please see the scripts that your customer service use. I would like the following scripts that your customer service use for responding to people please:

• Scripts used for responding to emails sent to you (eg complaints, feedback, suggestions, comments, etc).

• Scripts used for responding to letters sent to you (eg complaints, feedback, suggestions, comments, etc).

• Scripts used for responding to phone calls made to you (eg complaints, feedback, suggestions, comments, etc).

• Scripts used for responding to tweets on twitter sent to you (eg complaints, feedback, suggestions, comments, etc).

So i mean the scripts that they use to tell them what to say and how to respond.

Thank you very much.

Yours faithfully,

David Plummer

FOI, Transport for London

Dear Mr Plummer

 

TfL Ref: FOI-0745-1819

 

Thank you for your email received by Transport for London (TfL) on 20 June
2018.

 

Your request will be processed in accordance with the requirements of the
Freedom of Information Act and TfL’s information access policy. 

 

A response will be provided to you by 19 July 2018.

 

We publish a substantial range of information on our website on subjects
including operational performance, contracts, expenditure, journey data,
governance and our financial performance. This includes data which is
frequently asked for in FOI requests or other public queries. Please check
[1]http://www.tfl.gov.uk/corporate/transpar... to see if this helps you.

 

In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.

 

Yours sincerely

 

Eva Hextall

FOI Case Officer

 

FOI Case Management Team

General Counsel

Transport for London

 

 

 

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FOI, Transport for London

1 Attachment

Dear Mr Plummer

 

TfL Ref: FOI-0745-1819

 

Thank you for your email received by Transport for London (TfL) on 20 June
2018.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information (FOI) Act) and our information access policy. 

 

Unfortunately we do not hold the information you have requested. We don’t
have specific scripts for the scenarios you have outlined. Instead we
provide guidelines and processes that staff follow with a personalised
approach.

 

Please see the attached information sheet for details of your right to
appeal.

 

Yours sincerely

 

Eva Hextall

FOI Case Officer

 

FOI Case Management Team

General Counsel

Transport for London

 

 

 

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