THE SRIPT
Lina: Good morning. SFT France. This is Lina speaking. How may I help you?
Mr Mohammed: Good morning. May I speak with Mr David please?
Lina: Of course. Please hold while I connect you.
Mr David: Good morning.
Mr Mohammed: Good morning. Thank you for taking my call.
Mr David: I’m sorry I couldn’t get back to you earlier. I was following up with the finance department. They are still struggling to settle the payments.
Mr Mohammed: I understand. However, I need to be clear. At the moment, the KPIs on the account are in red.
Mr David: Yes, I’m aware of the situation.
Mr Mohammed: If this continues, it could lead to additional penalties under the service agreement.
Mr David: I completely understand the concern. We are taking this seriously. I have escalated the issue internally and I’m working closely with finance to move things forward.
Mr Mohammed: We need a clear action plan and defined next steps.
Mr David: As a first step, I’m pushing for a partial payment. After that, we will agree on a realistic payment schedule for the remaining balance.
Mr Mohammed: That would help stabilize the situation.
Mr David: In parallel, we are reviewing the KPIs and putting corrective actions in place to bring them back to green.
Mr Mohammed: When can I expect an update?
Mr David: I will come back within this week with a clear update and confirmed timelines.
Mr Mohammed: All right. This is urgent for us, so we appreciate quick progress.
Mr David: Understood. You have my commitment that this will be addressed promptly.
Mr Mohammed: Thank you. I’ll wait for your update.
Mr David: Thank you for your patience. Goodbye.
Mr Mohammed: Goodbye.