Opening Spiel

OPENING SPIEL:

Opening Spiels

• If queuing, use this spiel*

• Hi, this is Christine from T-Mobile. I'm Here to help. We appreciate your patience in waiting to be connected. Let's partner together to get this resolved.

• Customer just says hi, no issue stated.*

• Hi , this is Christine from T-Mobile, how may I help you?

• Customer with a Problem *

• Hi, this is Christine from T-Mobile, I’m here to help. Let’s partner together to get this resolved.

• Customer with a basic Inquiry? *

• Hi, this is Christine from T-Mobile, I’m happy to help take care of XXXX for you. (move forward statement)

Temp Check for underlying concern (to be ask at the middle of your conversation)

• While I am working on your account, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today?

(If yes)- Cool! Customer experience is always the center of our commitment. I hope I was able to positively impact your overall T-Mobile experience. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority! (If No) - No worries and I understand how you feel. I would like to take this opportunity to turn this experience around and if you don't mind me asking, how else can I be of help and is there anything I can be of service while you have me here? T-Mobile Branding (with recap and close)

Here at T-Mobile, we're glad to assist you regarding your ------------- We hope our service and work brought a smile to your face and made your life just a little easier. I am so happy we were able to help. Have a great rest of your day!

Allow me to take this opportunity to thank you for being a part of the T-Mobile family for almost - amazing years! I hope you will appreciate our genuine efforts to help you and you will remember me and T-Mobile for this spectacular experience. So glad we were able to help. Have a blessed day!

TEMPT check:

While doing so, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today?

It seems you’ve stepped away, no worries. It was pleasure assisting you today. If there’s nothing else, we’ll go ahead and close the chat, but we are always here at your convenience.

Please respond here on this conversation as it is really very important for us to assist you?