HODEGOS

Probing Questions:

PA: Probing question

Could you please share the challenges you’re

facing in paying the bill?

May I please know the reason behind the

request for extension?

Is there any amount you could settle today to

reduce the outstanding balance on your

account?

Medical Reason

= Oh no, cx! I’m wishing you a speedy recovery. Don’t worry; we’ll explore all

the options available for you.

Death

= My heartfelt condolences to you and your family during this difficult time.

I’ll take a look at the account to see what options we have.

Lost Job / Just got a new job

= Thank you for keeping us informed. I know things are tough right now, but

I’m here to help. Let’s see what we can do together.

Emergency Expenses

I understand that unexpected expenses can arise, and I appreciate you

sharing this with us. Let me review the account to find the best solution for

You.

General

I completely understand the need for more time to manage payments.

I’m here to discuss options that will help you stay connected.

31 Plus Days Past due (No PA set up):

= I know how important for you to extend your payment dates and to have services you can

use specially during this tough times. I reviewed your account, and it shows that we can still

set up an arrangement on the account; all we have to do is to settle the 31 plus days past due

amount of $00.00. Shall we go ahead and proceed in processing the payment?

(Provide Payment SSO if cx wanted to do it on the app or website.)

PA Active on the account:

= While I recognize your need for a payment extension, I believe it’s best to keep the current

arrangement to avoid service interruptions and additional fees, such as the $20.00 restore

fee per line (up to $60.00 per account, tax not included). This way, you won’t face a larger bill

later on. We can explore options to lower your bill in the future. Would you like me to check the account for potential ways to reduce your bill?

Suspended (31 plus days) | No PA set up:

= Got a good news for you, CX! Upon reviewing the account, it shows that we can have the

account be restore. All we have to do is to settle the amount ($...) and set up a payment

arrangement. Shall we proceed in settling the due balance?

Non-Payment Suspension:

= I completely understand the urgency of restoring your service. However, the system requires

us to settle the outstanding balance to restore it. I can help you explore options for lowering

your bill. Would you like me to look into that?

Could not pay at all:

= I completely understand what you’re going through. I checked your account, and if we can’t

make a payment right now, your service might be interrupted, and you could face additional

fees, like a $20 restoration fee per line. It’s really best to settle the balance to avoid these

issues. However, if funds are tight at the moment, connecting to Wi-Fi or a hotspot would be a great option. You can also use apps like Messenger, WhatsApp, or Hangouts to stay in touch over the internet. Once you have enough funds, you can start making payments. Does that sound like a good plan?

MOVING FORWARD

= I want to make sure that I have provided you the best customer experience we can offer, have I catered your concern for reaching us today?

= May I ask if I was able to successfully help with your reason for your contact with us today?

= Also, I would like to confirm, do you have any other clarification or concern aside from this?

= While we still have you here, do you have any other concern related to your device, network, or account that we need to address aside from this to make sure your experience is great today?

= Did we take care of your reasons for reaching out today completely?

= May I ask if you need further clarification on this?