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.

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Dear

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

  

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.

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