ACKNOWLEDGEMENT STATEMENTS

PAYMENT ARRANGEMENT ACKNOWLEDGEMENT SPIELS

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.

PROBING QUESTIONS:

• While doing this, if you don't mind me asking, may we know when you can settle the total past due?

• While doing this, may we know the reason for the late payment?

• While doing this, do you have any amount that you can settle today to lower down the bill?

CX WANTS TO RESTORE BUT CAN'T PAY MINIMUM AMOUNT DUE ASAP BUT PROMISES TO PAY LATER.

We appreciate you being able to pay your minimum amount due on that day. I recommend that after paying the minimum amount due, set up a payment arrangement immediately in order for your services to be restored.

Now that I am aware of ___ , I will definitely do my best to fix it for you. To ensure that we got everything covered for you, is there any other concern you'd like to address such as your bill, plan, network or overall experience with T-Mobile so far?

I would love to maximize the assistance that you can get. Let's make your time worth it.

Thank you for getting in touch about this. It really helps us to know these things so we can resolve them as quickly as possible. To ensure that we got everything covered for you, is there any other concern you'd like to address such as your bill, plan, network or overall experience with T-Mobile so far?

I would love to maximize the assistance that you can get. Let's make your time worth it.

I completely understand why you need me to fix this straight away for you. To ensure that we got everything covered for you, is there any other concern you'd like to address such as your bill, plan, network or overall experience with T-Mobile so far?

I would love to maximize the assistance that you can get. Let's make your time worth it.