OPENING Customer just says hi, no issue stated. Hi! This is Deric from T-Mobile. How may I help you? Customer with a Problem Hi! This is Deric from T-Mobile, I’m here to help. Let’s partner together to get this resolved. Customer with a basic Inquiry? Hi! This is Deric from T-Mobile. I’m happy to help take care of your account questions and concerns. Recap and close For a little recap we have manage to resolve your concern. Before we end this chat is there anything I can help you with your device, Bill, or any other concern? Temp Check Closing Good to know. Here at T-Mobile, we are so glad to assist you. Thank you for reaching us out. Have a great rest of your day! ------------------------------------------------------------------------------ EMPATHY STATEMENTS: We regret any inconvenience you may have experienced. I totally understand your frustration, I have been in a similar situation that just really took me down and it was hard to recover. I don't want you to have to deal with that. Your level of dissatisfaction is completely understandable. I assure that we will take care of your concern at once. How I wish I can do something to help you but as of the moment what we can do is ____ How I wish I can do something to change your mind. I understand these issues can be frustrating, especially when it prevents you from staying in touch with work, family and friends. We definitely want to get you back up and going like normal. Let's check on a few things and work towards resolving this issue today. I perfectly understand your situation. I know how you feel, trust me I'm on your side. I perfectly understand your situation, if I were in your shoes, I would feel the same way. I'll make sure that we'll have everything straightened out for you. Emapthy for customer who's having a hard time: You are most welcome, Customer! I know how tough life can be right now during this difficult time, but I believe that everything will be alright eventually. Empathy for network issue/ts: I understand how you feel, Customer. Rest assured that we are taking your concerns seriously and working to resolve the issue as quickly as possible. We value your loyalty to T-mobile, and we want to ensure that you receive the excellent service you deserve. We will file a ticket complaint to our Advance/Engineering team to isolate and fix the problem. Thank you for bringing this to our attention, and please let us know if there is anything else we can do to assist you. Empathy statement for a customer that experience the issue multiple time: I'm sorry to hear that you've experienced this issue multiple times, and I completely understand your frustration. I want to assure you that we take this matter seriously and we're committed to resolving it for you once and for all. We appreciate your patience and loyalty as we work to get this sorted out. Please know that we're here to support you every step of the way, and we'll do our best to ensure that this doesn't happen again in the future. Empathy statement for customer that was misinformed: I'm sorry to hear that you were given incorrect information by one of our representatives. We want to make sure that you have all the correct information you need to make informed decisions about your account. Rest assured, we'll do our best to address this issue and make things right. Thank you for bringing this to our attention and allowing us the opportunity to assist you in resolving this matter. Empathy stamement for customer who can't settle the bill on time: I'm sorry to hear that you're having trouble settling your bill on time. I understand that unexpected circumstances can arise and impact your ability to make payments, and we want to do what we can to help you get back on track. Let's work together to find a solution that works for you and your situation. Empathy statement for customer who is looking to lower the bill: I completely understand that managing your expenses is important, and we want to help you find the best plan that fits your needs and budget. Let's take a look at your current plan and see if there are any adjustments, we can make to lower your monthly bill without compromising the services you rely on." If cx is looking for a new phone as well- offer device promo using this spiel: Great news! As a valued T-Mobile customer, we have an exciting offer just for you. When you choose to get a phone under our installment plan and activate a voice line, you can enjoy a free or discounted phone (insert promotion) via monthly credits. This means you can have the latest, high-quality phone without straining your budget. How does that sound? AAL Flow: I'm delighted to know that you're interested in adding a new voice line to your T-Mobile account! It's my pleasure to review your account and explore any exciting offers that may be available to you. SETUP PAYMEN ARRANGMENT I'd be happy to set you up with a payment arrangement, and I'd love the opportunity to walk you through setting it up on the app. It'll save you time and money every month and the $10 fee. Shall we start? You can follow these few steps for setting up a payment arrangement on your T-Mobile app: 1. Open the app and tap BILL. 2. Tap Set up a Payment Arrangement. 3. Tap Continue and view the Amount. 4. Tap Payment Method. 5. Tap Continue, read the Terms & Conditions and tap Agree & Submit. ************* HOW TO PAY BILL T-MOBILE APP 1. Open the T-Mobile app - select the "bill tab at the bottom of the screen 2. Choose payment amount - to make a payment select "make a payment" and choose the amount 3. Enter payment method - For the payment method you can enter a card number or your banking information. 4. Choose processing date - Under "date", you can select a specific date for the payment to process. 5. Submit payment - If everything looks good, select "Agree and submit." ***************** BILL SPILL I understand you're confused regarding on why your bill has exceeded your expectations, I'm happy to provide the breakdowns of your bill. Let’s partner together to get this resolved. Can you please give me a minute or 2 to pull up your account? -------------------------- PAYMENT ARRANGEMENT that has 31+ days past due and service is active: We completely understand that managing our finances can be challenging at times and you actually have the option to settle the bill on the said date if that's the time you can but please know we cannot guarantee on when our services will stay uninterrupted. It only says here that our account may be suspended any time once there's a past due balance in the account so we are encouraging you to settle this as early as you can. We are also looking forward to it as we don't want you to experience partial interruptions on your phone service. We are sincerely asking for your kind understanding on this one. On top of that, we know you're doing your best to manage all the bills especially for our phone lines which is our way to communicate. As long as we settle the minimum amount of $XXX on the DATE then we can proceed with setting up a new payment arrangement on our account. With this, we can get the extension that we need for paying the remaining balance on our phone bill. Adding up to that, an existing arrangement well ensure our phone services! -Payment Arrangement Handling- STEP 1: Always ACKNOWLEDGE the customers concern and provide an ASSURANCE of help We absolutely understand needing some additional time to pay. I want to make sure you stay connected and I’m happy to review your account and determine what options we have available. While doing this, do you have any amount that you can settle today to lower down the bill? STEP 2: Perform a VISUAL AUDIT of the customer’s account and EDUCATE the customer on the existing payment arrangement. it does show an existing payment arrangement for the balance of $XXX to be drafted from your bank account in XX days. I’m glad we were able to secure this option for you. STEP 3: EDUCATE / HELP THE CX on the bill - Own the No Example 1 NEW Absolutely got you there, CX. I recommend keeping the payment arrangement in place to avoid service interruption and getting additional fees such as restore fee charges of $20.00/line up to max $60.00/account (Tax not included/One Time-Charge). I also want to make sure you are not running into your next bill which will create a larger payment amount later if we delay. How about we check for some options in lowering the bill? Or not to pry, may I know our challenges in keeping up with the payment? I will look for options in giving you a long-term resolution so you'd be able to enjoy your services moving forward without any worries for interruption. > Check for Autopay > BIll cycle change >Rate plan change > Removal of other paid features > Check for EIP that will end or can be paid off early STEP 4: MOVE the call forward SET EXPECTATIONS Customer, I am happy to note your account of our discussion today and your commitment to pay on _____ To recap, we have you scheduled for the amount of $XXX to be drafted/Paid from your bank/card account in ___ days. Don’t forget that you can always review your payment arrangement details online on the T-Mobile web or app at your convenience. FOR PAST DUE FOR MORE THAN 31 DAYS Thank you for giving me the opportunity to find the best resolution. While I look at your account and the available options, can you let me know what you are able to pay today? The most important thing is that we have a resolution that works for both today and the long term for you. For us to set new Payment arrangement the system requires the account to settle at least the minimum payment of I understand that having service is important and I want to do everything I can to help. If you can get $XX paid, the system will give us an option to set up a payment arrangement and restore the service, will this work for you? _______________________________________________________ 3rd Party App There is a possibility that the account service could be interrupted but checking here only the outgoing services will not work for the time being. At most, incoming calls and text should work just fine but no further guarantee though. Do you perhaps have an option to connect to wifi? Cause if yes, especially if you have it at home, you can also make use of that for the time being to connect with data or use wifi calling option on your phone if possible. You can also use messaging application like messenger, whatsup or hangouts to send a message since those application can be use thru wifi. Hope that information helps. ---------------------------------------------------------------------------- TROUBLESHOOTING QUESTIONS: Go to C2 doc to ask probing questions https://c2.t-mobile.com/devices/network/network-troubleshooting-probing-questions S-D-L --------------- Situation : What is happening? I am sorry to hear that you are having some technical concerns today. Can you tell me more about what’s not working? (Customer clarifies that they have no data) Do you know what happens when you try to use Wi-Fi? Does the internet still work? Do you get any error messages when this happens? At the top of the device, do you see signal? How many bars? Do you see 2G, LTE or 5G at the top of the device? If on Wi-Fi, how many bars of Wi-Fi Signal do you have? Does this only happen when you are on Wi-Fi? Does this only happen on 1 device or multiple? Does this happen only with Android? Or also on iPhones? --------------- Duration : When and how long? Can you tell me when this started? Can you tell me when the last time you were able to use data with no issues? Since this issue started, has it been like this 100% of the time or has it started working and stopped? Has this ever worked for you? If so, do you remember when that was? --------------- Location : Where is the issue occurring? Does this happen everywhere you go? Is this specific to 1 or a few areas? - If yes, get the address. Do you know a location where this does work for you? - (within 7-10 miles) Does this happen when you are inside? - If inside, what floor does this issue happen on? - Basement, 1st floor, 2nd floor - What type of building is it? - Wood Construction - Metal Building - Apartment Complex Does this happen when you are outside? ------------------------------------------------------- Holding Spiel Please give me a moment while I check. I really appreciate you bearing with me; this is taking a little longer than expected. I promise I will get back shortly. Let me check that for you. For a moment please. Still checking here in our end the details. Please stay connected. I'm sorry for the delay, but our systems are going through a scheduled update and I am unable to complete your request at this time. Please contact us again later today or tomorrow morning. I apologize for the inconvenience. I apologize for the delay. Your time is truly valuable. Please allow me a few more minutes so I can get everything covered for you. Thanks for bringing this to our attention. I will take this as feedback and suggestion. This will help us greatly on improving and providing the best possible services to our valued customers like you. I really appreciate you bearing with me; this is taking a little longer than expected. I promise I will get back shortly. Buy time with strong assurance: 1. We understand that you have some concerns regarding your account, and we want to assure you that we are here to help. Let me review your account to gather all the necessary information and find the best possible solution for you. 2. We appreciate your patience. I'm currently working diligently to assess your account and address any issues you may be facing. We want to ensure that we provide you with accurate information and a resolution that will meet your needs. 3. Thank you for bringing this to our attention. We want to make sure we fully understand your situation, so we are taking the time to thoroughly review your account. Our goal is to provide you with an accurate resolution that will leave you satisfied with our service. 4. We appreciate your inquiry. Rest assured, I am carefully examining your account to gain a complete understanding of your concerns. We aim to provide you with a solution that meets your expectations and resolves any issues you may have encountered. 5. Thank you for your patience while we investigate your account. We are committed to delivering accurate and effective solutions. We are reviewing all the necessary details to ensure we provide you with the best possible assistance and resolution. 6. We want to assure you that we are taking your concerns seriously. I am currently conducting a thorough review of your account to better understand the situation. We are committed to finding a resolution that will satisfy your needs and ensure your satisfaction. 7. We appreciate your trust in us. I am actively reviewing your account to gather all the necessary information to assist you further. We want to make sure we provide you with accurate and reliable solutions that will resolve any issues you may be experiencing. 8. We understand the importance of your concerns, and I am working diligently to review your account. We want to ensure that we provide you with a resolution that not only meets your needs but also leaves you feeling satisfied with our service. 9. We appreciate your patience during this process. I am currently reviewing your account to thoroughly understand your situation. We are committed to providing you with an accurate resolution that will address your concerns and leave you with a positive experience. 10. We are currently conducting a detailed account review to better assist you. Our aim is to provide you with an accurate and satisfactory resolution that meets your expectations. We appreciate your understanding and cooperation. BUY TIME SPIEL 1. Thank you for your patience, I am currently reviewing your account and kindly request for your continued understanding. 2. I apologize for the delay, I am still awaiting a response from our higher support team regarding your request, and appreciate your continued patience. 3. Apologies for the inconvenience, I encountered an error on my system which necessitates a restart, but rest assured I am checking on your concern/request and will get back to you shortly. 4. We are currently reviewing your account to explore all available options to assist you, thank you for your patience. 5. We are still actively reviewing your account in order to provide you with further assistance, thank you for your understanding.