Lehlohonolo Mokgatla was fantastic today! Kudos to her customer service skills

Lehlohonolo Mokgatla was fantastic today! Kudos to her customer service skills. The beginning parts of the scripting that you have designed, for customers who are exiting MiWay, sounds the same as the scripting that you used when you are onboarding a new customer. I think some of it is unnecessary and will result in customers being frustrated with how you use their time. Perhaps rephrasing the beginning parts would help put the customer at ease.