meowk

Jss0879 Frontier3

romeojr.pocot@ibex.co 09472362664 CRIS ID: 829805

IR 4 YES | IR NO 0 | PROMOTER 2 | PASSIVE 2 | DETRACTOR 0 | SURVEY 4 | SALES 0

Opening Spiel

Thank you for chatting with Frontier. This is Lara. I am an Account Service Expert. Am I chatting with

Thank you for chatting with Frontier. This is Lara. I am an Account Service Expert. Who am I chatting with?

No worries, I'll be here to help you. Am I chatting with

Hi____, are you inquiring about new or existing service? How are you? I hope you're doing fine today.

I hope you are doing fine today. Currently, our system is under maintenance and we are unable to pull up accounts as well as process any service changes and records, check bills, check and process payments and etc. We are hoping for your utmost patience as our software engineers and programmers are working to fix this as soon as possible.

I'll be happy to help. I will also make sure that you are getting the best value on your account.

I will also make sure this will be the last time you will be chatting on the issue.

Hi ____, nice to meet you! Thank you for pre-authenticating your account. I understand your concern. I'll be happy to help you. I will make sure this will be the last time you will be chatting on the issue. Before we can proceed, please allow me to verify your account first. For security purposes, can you please verify your PIN?

Existing customer verification

May I have your billing telephone number?

For security purposes, can you please verify your PIN? (Password / PIN / DOB / Last 4 of SS)

Customer cannot verify the account

• Seems like the information you provided is inaccurate, may I have the exact PIN/DOB?
• I understand your willingness to access the account, however, the information did not match. What we encourage you instead is to have the accurate PIN or DOB for us to proceed.
• Unfortunately, the PIN on file is inexact. Can I have it again to make sure we are working on the right account?

Customer verified

Thank you - how can I help you today?

To begin let’s make sure we have your most frequent email address for account related information and a mobile number.

Existing customer reflection and transition

I understand that you are contacting us about (chat reason), I’ll be happy to help. While I’m doing that, I’ll also make sure you’re getting the best value on your account and that we have your Frontier ID set-up.

While I was looking at your account, I found a new offer based on the products and services you currently have.

Assumptive close

Let’s go ahead and place this order so you can get these services as soon as possible.

NEW CUSTOMERS –

Let’s go ahead and place this order so we can secure the first available install date.

If customer says they need to talk to a family member before making decision:

What questions do you think they would have?

Last resort: All putting in the order means is that we secure the first available install date to get you set up. You can talk to your spouse/family member/friend and call me back if you decide to make any changes or cancel.

Issue Resolution

Have I resolved the issue for your chat today?

If the customer says “Yes”:

Thank you. As a reminder you will receive a survey as soon as we conclude our chat today.

If the customer says “No,” try to resolve their issue again.

If you come to a stalemate then follow with:

I am sorry I was not able to resolve the reason for your chat – one moment while I reach out for further support.

End Chat

Thank you for choosing Frontier. We appreciate your business!

CLOSING SPIEL.

Thank you for taking time contacting Frontier. After this chat ends, you will receive a short survey about the level of service I've provided you today. The survey is about me, on how I address your concern during our chat session. I believe that I have resolved your concern accordingly, and I will really appreciate it if you make the time to answer the survey for me. Thank you, and have a wonderful rest of your day!

Thank you for choosing Frontier. We appreciate your business! You will receive a survey via email after this chat. That survey is for me. I hope I have provided you an excellent service today. Have a good one,

Ghost Chat: `

Due to our chat being idle for more than five minutes I will need to end the chat now. If you require further assistance however, please contact us back via phone at 1-800-921-8101 or chat and we would be more than happy to assist you. Have a great day and thank you for being the best part of Frontier!

REFLECTION / PARAPHRASING =

I will make sure this will be the last time you will be chatting on the issue.

CLOSING IR = Would you say that you are overall very satisfied with the way I handle your issues today?

I hope I was able to resolve your concern to the best of my capability. Have I resolved the reason of your chat today?

I’m happy to know that! And before I let you go, based on your interaction with ME today, how likely are you to recommend Frontier to your friends and families?

If customer’s response is positive,

Thanks for the wonderful feedback! It has been a pleasure chatting with you, XXX. I hope you spare few minutes to answer a quick survey right after this conversation or perhaps through an email that will be sent to you should you want to leave a feedback on how I assisted you today. I will truly appreciate it.

REFLECTION SPIEL =

Hi ! Nice to meet you. I understand that you want to__, I'll be happy to help. I will make sure that you are getting the best value on your account. I will also make sure this will be the last time you will be chatting on the issue.

When you exit this chat, please hover your cursor at the upper left corner of the chat box, click the 3-line icon and choose END, instead of clicking "X".

Thank you for choosing Frontier. We appreciate your business! Happy new year, William!

CLOSING SPIEL RECOMMENDATION WITH A QUOTE -

Wait for the customer to respond. If YES – Great, it was a pleasure working with you today! If NO – Attempt to re-work the request, reach out to a lead or coach for assistance.

--- Once again, my name is Lara, leaving you a quote, "If you cannot do great things, do small things in a great way". Thank you for chatting with Frontier! We appreciate your business. Have a good one!

---- recap with new closing Spiel -----

Just a quick recap,....

At Frontier, we strive to make continuous improvements based on customer feedback and you will be routed to a survey link at the end of our interaction. Just click the blue hyperlink. My goal is to ensure your satisfaction - Have I resolved the reason for your chat today?

Oh wait before you go, I just need half of your minute.

Please close this chat properly by clicking the 3-line icon on the upper left, select END chat, then click on blue “SURVEY” link.

Thank you for choosing Frontier. We appreciate your business!

I am happy to resolved your issues today. Once again, my name is Lara, leaving you a quote, "Be happy not because everything is good, but because you can see the good side of everything". Thank you for choosing Frontier. We appreciate your business!

Oh wait before you go, I just need half of your minute. Please close this chat properly by clicking the 3-line icon on the upper left, select END chat, then click on blue “SURVEY” link. And please have this chat sent to you as reference.

-- Bill preview --

You should receive your email confirmation within the next few minutes. What you will see on that email is your first billing amounting to $xx which includes your prorated credit, nonrecurring charges, taxes and surcharges. Your regular monthly billing is $xx. Please keep in mind taxes do fluctuate.

--- reset password set up frontier ID ---

I have successfully set up your account. What we need to do now is reset you password. I'll send you a reset password email and just follow the instructions provided. Please use other device, tab or browser in accessing your email and online account so that our chat won't be disconnected.

A password reset email has been sent to you. You may now check your email. Please let me know if it works.

I have initiated an order to upgrade your internet speed to (speed). Please know that our Offline Team will still get in touch with you to make sure that everything were properly set up and to discuss your new monthly charges.3

I'd like to set you proper expectation that, last 02/21/21 an increase in the Internet Infrastructure Surcharge was applied to your account. From $3.99 it is now $6

-- Prior to the increase, we notified you with a message on your bill, and followed up with an email. If you did not receive an email, I can update your preferred email address now

LOOKING FOR PROMOTION-EXISTING CX I checked and for now, you have the best deal of your plan, customer. What I can do is set your email to receive notifications once special deals are available in your area. Is this the best email? I know that saving is very important especially this time. For now, there are no available promotions yet. The best thing I can do is set your email to be notified once promotions are available in your area. I'll mark your email to be prioritized as well..

AFTER PROVIDING INFO ABOUT CONTRACT EXPIRY: By the way, Cx, I see that you have been with us for x years, I would like to take the opportunity of checking available plans for you if you upgrade or would like to right size your package, and also possible discounts available here in my end. Promotions are offered from time to time though and if we can't find one here, I can update and set your email address to receive notifications once special deals are available in your area. I'll mark your email to be prioritized as well. Is --- your best email? I know that saving is very important especially this time. Would that be fine with you?

I'd like to set you proper expectation that, we have a different department that would handle cancellation. The best thing I can highly advise for you here is to bring this up with our Loyalty Department through the phone, at this number: 1.800.921.8101, they can best assist you further on this or for your own convenience, you may visit this link to schedule a callback:

You are a valued customer and as a courtesy I would be happy to take [$$] off your bill for the next [#} months."

Steven Kleinman] Have a good evening. I hope you don't lose your job when many customers get fed up with Frontier. You were very helpful.

AT&T. 1.866.447.4499

Do you have other billing, account, technical, or service questions/concerns that you need help with today? or Do you have other billing, account, or technical concern aside from this one?

I am glad to get your concern resolved, . Before you go, please hover your cursor at the upper left corner of the chat box, click the 3-line icon and choose END and any feedback from you through blue hyperlink that says "SURVEY" is highly appreciated. And please have this chat sent to you as preference.