IF THE CX MENTION THAT SHE/HE IS A FIX INCOME, SENIOR OR ETC. 

- We can offer Government program which is LIFELINE PROGRAM as long as cx mention that they are low income and can't pay the bill due to pricing or want to cancel bec they can't pay and there is no other option available or if the promotion is not available.


WORKS THAT WILL WORK
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- "I can understand your need to keep your bill as low as possible; I'm on a tight budget myself. Once again this is _____ and I'm happy to take a look for you to see if there is anything we can do to keep the service affordable for you. Since you mentioned things are kind of tight, actually there is a government program called the LIFELINE that you may qualify for. This would give you a discount and it depends on your eligibility. Would you like to hear more?"


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Additional notes: Wella Timbang 11/13/2025--- 

CONTACT #:

Telephone number: 1-800-234-9473

Email: lifelineSupport@usac.org 

Acknowledge and Validate: Start by showing you have heard and understood their situation. This builds trust and rapport.

WORDS THAT WORK: 

"Thank you for reaching out to us about your financial situation. I can only imagine how stressful this must be for you."

"I appreciate you sharing your circumstances with us. I understand that this is a difficult time."

"I realize that this situation is difficult, and I'm here to work with you to find a solution."