1.) USAGES We really do get the importance of getting these info, I tried to collate this for you though just a head's up, we don't record and collate the contents of your calls, and texts for privacy purposes as per FCC mandate. But don't worry, what we can help though is to provide you the steps on how you can check the usages to know what numbers contacted you or you contacted, what time, and what date the transactions. This can be done super quick online so you will be able to get a pdf copy of it too for references, shall we proceed? 2.) For unverified customer: Oh no, Cx! I've tried multiple times to refreshed the system on my end but it looks like we may need an assistance with our customer care over the phone to manually validate your account and process your request (put in the customer request here). You can reach out them by dialing 611 on your T-Mobile handset or 1-800-937-8997. On the other hand, I can also call you up and connect you over. Which one do you prefer? Tech Handoff: Awesome job in following in the steps, CX! Since we've completed the basic troubleshooting steps and we are still having the same issue, we may need to reach out to our Advance technical care team to further do some advance troubleshooting steps. Would you be available to receive a call now so I can connect you over to the team? 3.) PA HANDLING: Asking to delete but still can set up: Appreciate your patience for waiting CX! As per checking on your account, you are vey much eligible to set up a new arrangement. All we have to do right now is to wait for the current arrangement to fall off then once done, you may go ahead and set up a new one. Sounds good? Asking for new PA with 31+ days past due: Got it! As per review on the account, we can still set up a payment arrangement and all we have to do is to pay the minimum amount of $(minimum payment) out of the $(total balance). Shall we go ahead and process the payment now? CX concern about service interruption: We would love you to enjoy the service and interruption might be a possibility since the arrangement was not fulfilled. If ever that happens, we can still set up a new arrangement so long that we are able to settle the minimum amount then set up the new arrangement. Would you like me to set up a follow up on the account to check the status of the arrangement and let you know when it's remove? Cx could not really pay: Next step Ladex: I know this is a tough time right now and appreciate you wanting to settle the amount on the date you have mentioned. As of the moment, the option to create a new arrangement would be possibly after settling the minimum amount. You might be concerned with the service interruption and so do I. Normally, when the account service is interrupted, only the outgoing calls and text won't work and data. The incoming text and calls should be working fine. For data, if you have a wifi connection at home or can connect to any hotspot or public wifi, you may try to do that for the time being while catching up with the bill. You may also use some application like messenger, whatsup or hangout to use for messaging and calling as well while connected to wifi. Hoping for your understanding, Cx. 4) If cx is insisting to for a call what we could do is to provide this: I would absolutely love to call you and discuss things regarding your (concern). While prepping up for a call, can please give me a quick background about the issue so I check the information you need and it would be easier for us to further check things out. 5) ***I've never had a down payment or had to pay this much for a down payment. Device prices are constantly changing, and T-Mobile customers are presented with the best financing option available to them. The down payment you are offered is determined by a variety of things like the device you are purchasing and your payment history with us. Currently we offer 0% interest for all customers which provides the lowest overall cost to finance a device & the lowest monthly payment. ***I’ve been a T-Mobile customer for years and I’ve never had to pay a service deposit before, why do I have to pay one now? We are always working on different financing options for our customers and now some customers may experience an increase in upfront costs or security deposits. For some customers, the deposit may be returned after 12 months. ***You said you wouldn’t raise prices with Price Lock but this service deposit requirement or down payment cost today seems like a price increase? This is not a price increase. We are always working on different financing options for our customers. As a result, some customers may be required to provide a service deposit. For some customers, the deposit may be returned after 12 months. T-Mobile stands by our commitment not to raise service prices and have many great services and plans to choose from. *** I was eligible for a lower down payment yesterday but now it's higher today. Why? Offers of financing or promotions provided at the time of inquiry are subject to change and are not a guarantee. Your pricing may vary depending on credit as we may regularly evaluate your account based upon internal data including your payment history, and/or external data when you request a new line of service or device financing. Let’s review your options together so we can get you everything you need within your budget. I'm excited to hear you're looking for a new phone Alex! Pricing and offers are subject to change and aren't guaranteed. Accounts are regularly evaluated on an ongoing basis and pricing eligibility is based on your history with T-Mobile, current open financing balances and also the actual cost of the phone. I'll get the latest pricing pulled up and we can review the devices together and find the best option for your upgrade! 6) Cx states that when they first started the account, they weren't asked for any upfront payments. Now they need to add a line but is being asked for a service deposit: • We do periodically reassess accounts to determine the best financing offers, based on payments, current lines and financing used. While there is a deposit required to open this line, it will be returned in 12 months. 7) @all SPIELS galing THRIVE... (about dun sa pagkawala nung credit class sa Atlas) Cx: "I've never had a down payment or had to pay this much for a down payment.​" Possible Answers: "Device prices are constantly changing, and T-Mobile customers are presented with the best financing option available to them. The down payment you are offered is determined by a variety of things like the device you are purchasing and your payment history with us." "Currently we offer 0% interest for all customers which provides the lowest overall cost to finance a device & the lowest monthly payment." Cx: "I’ve been a T-Mobile customer for years and I’ve never had to pay a service deposit before, why do I have to pay one now?" Possible Answers: "We are always working on different financing options for our customers and now some customers may experience an increase in upfront costs or security deposits. For some customers, the deposit may be returned after 12 months."​ "We do periodically reassess accounts to determine the best financing offers, based on payments, current lines and financing used. While there is a deposit required to open this line, it will be returned in 12 months."​ Cx: "You said you wouldn’t raise prices with Price Lock but this service deposit requirement or down payment cost today seems like a price increase?​" Possible Answers: "This is not a price increase. We are always working on different financing options for our customers. As a result, some customers may be required to provide a service deposit. For some customers, the deposit may be returned after 12 months. T-Mobile stands by our commitment not to raise service prices and have many great services and plans to choose from." Cx: "​I was eligible for a lower down payment yesterday but now it's higher today. Why?​" Possible Answers: "Offers of financing or promotions provided at the time of inquiry are subject to change and are not a guarantee. Your pricing may vary depending on credit as we may regularly evaluate your account based upon internal data including your payment history, and/or external data when you request a new line of service or device financing. Let’s review your options together so we can get you everything you need within your budget."​ SITUATION: Last month, Alex visited a store to check prices for a new phone. Today, he's getting ready to buy through the app but now he's being asked for a down payment. How can we help Alex understand the changes to his account?​ Possible Answer: "I'm excited to hear you're looking for a new phone Alex! Pricing and offers are subject to change and aren't guaranteed. Accounts are regularly evaluated on an ongoing basis and pricing eligibility is based on your history with T-Mobile, current open financing balances and also the actual cost of the phone. I'll get the latest pricing pulled up and we can review the devices together and find the best option for your upgrade!"​ Jun 23 Irinco, Jennifer Jun 23, 7:15 AM Why would I still pay for a lost/stolen phone? During the term of this device installment agreement, you agreed to the terms and condition wherein you are entirely responsible for any and all loss, theft, or damage to the equipment. Regardless of whether the phone is lost, taken or harmed, you stay committed for the complete the installments. 8) $0 DOWN PAYMENT I really wanted you to get the best offers out there, XXXX. It's just the down payment is actually based on the account standing and the device itself. Rest assured that all devices has the same full price for all customers. The good thing about it though, even if it has a high down, it'll be easier for you for a long term since the monthly is low. ---- With superphones getting more expensive, it's possible that this price point requires a down payment from you that was not required last year because the phone was not as expensive. This most likely applies to all latest superphones released. ---- Every customers pays the same price for the product. Down payment costs are unique to each customer's account. Things such as tenure and type of device program can vary by customer. Thankfully, it's just a small portion of the entire device cost upfront and the great news is your payments each month will be smaller. ---- We truly hear your concern about the cost. The downpayment depends how high end the phone is, account tenure, the storage of the phone and the available device credits that your account can finance. The good thing about it though is that your monthly installment for the device is lower and this will help you keep your monthly bill as low as possible as well. Shall I take care of your order today? ---- I understand that you're frustrated with how much that you need to pay for the down payment. However, down payments vary depending on several factors like account tenure, payment standing, equipment credit available on your account, as well as the full price of the device you'd like to get. Based on the cost of the iPhone 13 Pro Max, down payments are higher since it's a flagship phone. The perks is that the higher the down payment is, the lesser the monthly payments will be, making your monthly cost more affordable. 8) $0 DOWN PAYMENT I really wanted you to get the best offers out there, XXXX. It's just the down payment is actually based on the account standing and the device itself. Rest assured that all devices has the same full price for all customers. The good thing about it though, even if it has a high down, it'll be easier for you for a long term since the monthly is low. ---- With superphones getting more expensive, it's possible that this price point requires a down payment from you that was not required last year because the phone was not as expensive. This most likely applies to all latest superphones released. ---- Every customers pays the same price for the product. Down payment costs are unique to each customer's account. Things such as tenure and type of device program can vary by customer. Thankfully, it's just a small portion of the entire device cost upfront and the great news is your payments each month will be smaller. ---- We truly hear your concern about the cost. The down payment depends how high end the phone is, account tenure, the storage of the phone and the available device credits that your account can finance. The good thing about it though is that your monthly installment for the device is lower and this will help you keep your monthly bill as low as possible as well. Shall I take care of your order today? ---- I understand that you're frustrated with how much that you need to pay for the down payment. However, down payments vary depending on several factors like account tenure, payment standing, equipment credit available on your account, as well as the full price of the device you'd like to get. Based on the cost of the iPhone 13 Pro Max, down payments are higher since it's a flagship phone. The perks is that the higher the down payment is, the lesser the monthly payments will be, making your monthly cost more affordable. 9) ERNEST AND LM APPROVED SPIEL PA requests 31 days overdue · I’ll be happy to assist with extending your Payment Arrangement but before I do that, are you able to process a payment of (INSERT AMOUNT OVER DAYS) that is preventing me from doing so? · I want to help you out as much as possible the minimum amount of (INSERT AMOUNT OVER DAYS) is required to bring your account eligible for a payment arrangement, would you like to take care of that today? · I want to help you out as much as possible, the total amount past due is (INSERT TOTAL PAST DUE AMOUNT) The great news is that we are only requiring you to pay (INSERT AMOUNT 31 DAYS PAST DUE) to bring your account eligible for a payment arrangement, how would you like me to take care of that today? ---------------------------------------------------------------------------------- Reply ni cx: "But I got it deleted before-" · It’s not that I’m not wanting to delete your payment arrangement, but you have an amount of (INSERT AMOUNT OVER 31 DAYS) that is preventing me from doing so. · I understand that we have deleted your Payment Arrangement in the past but as of now the option to delete PA is no longer available. I wish there were more I could do, and I would hate to want to see your service get interrupted without making the minimum payment today. · I do see that we have been deleting payment arrangements on your account however, it’s not that we don’t want to but the option to delete is no longer available. 10) If there is customer hesitation due to a down payment for a device purchase, possible answer can include: "Offers for financing or promotions provided at the time of inquiry can change from time to time. Let’s review your options together so we can get you everything you need within your budget." Positioning DCC: "The Device Connection Charge is a one-time charge for connecting a new device to the network when activating or upgrading with T-Mobile. When activating or upgrading with T-Mobile, we keep you seamlessly connected to what you love with free 2-day shipping, personalized setup, and support of your equipment or line of service, all at no extra cost." 11) Value & Relationships Discuss Device Protection "“I want to make sure you protect that high dollar device. As your Expert, I highly recommend adding Protection<360>, so you don’t ever have to worry about paying full price for the same device twice!” " "You’ve made a big investment today. Let’s get you some protection for it. We have cases and screen protectors for iPhone, iPad, and Apple Watch. We also have our Protection<360> feature that includes AppleCare Services.” Offer Accessories "Congratulations on getting a new device! Here at T-Mobile, we believe in helping you protect your investment. Would you perhaps want to get a Screen Protector to protect your new iPhone from scratches?" "Congratulations on getting a new device! Here at T-Mobile, we believe in helping you protect your investment. Would you perhaps want to get a nice phone case with it? We got a lot of options to choose from!" "Congratulations on getting a new device! Here at T-Mobile, we believe in helping you make most out of your new device. The new iPhone now supports a Type-C charging port. Would you perhaps want to get a Type-C Cable or our Dual Port (charge 2 phones at the same time) 35W Adapter with your device?" Protection Plan "We want to ensure your new investment is protected! We have a protection bundle that includes a screen protector & a case for as little as $XX/mo. Would you be interested to hear more about it?" Or Let's go ahead and add protection on your phone." Provide Meaningful 5G Discussions "Congratulations on getting the newest iPhone on the America's largest and fastest 5G network which includes more coverage area than AT&T and Verizon combined. With this, your phone is way faster and smarter but more importantly, you have a front row seat to all the innovation we anticipate 5G will be unlocking over time" OTHER SCRIPTS: Delinquent or low on ECA Example: “In order to upgrade today we need to bring your account to current. I’ll be happy to walk you through how to make the payment on your app or online. Educate customer on changes to their bill, including any promotions Example: You will see your new EIP of $XX/mo. impact on your next billing cycle. For any promotions to appear it can take 2-3 billing cycles for those credits to show up. Sep 21 Concepcion, Nelson Sep 21, 10:53 PM mo Breakdown: $650 - Promotional value - $220 - Trade in credits = $430 $430/24 months = $17 monthly promotional credit $00.00 regular installment monthly for iPhone 15 series - $35 monthly promotional credits =$00 monthly Equipment Installment Plan Sep 22 12) @all SPIELS galing THRIVE... (about dun sa pagkawala nung credit class sa Atlas) Cx: "I've never had a down payment or had to pay this much for a down payment.​" Possible Answers: "Device prices are constantly changing, and T-Mobile customers are presented with the best financing option available to them. The down payment you are offered is determined by a variety of things like the device you are purchasing and your payment history with us." "Currently we offer 0% interest for all customers which provides the lowest overall cost to finance a device & the lowest monthly payment." Cx: "I’ve been a T-Mobile customer for years and I’ve never had to pay a service deposit before, why do I have to pay one now?" Possible Answers: "We are always working on different financing options for our customers and now some customers may experience an increase in upfront costs or security deposits. For some customers, the deposit may be returned after 12 months."​ "We do periodically reassess accounts to determine the best financing offers, based on payments, current lines and financing used. While there is a deposit required to open this line, it will be returned in 12 months."​ Cx: "You said you wouldn’t raise prices with Price Lock but this service deposit requirement or down payment cost today seems like a price increase?​" Possible Answers: "This is not a price increase. We are always working on different financing options for our customers. As a result, some customers may be required to provide a service deposit. For some customers, the deposit may be returned after 12 months. T-Mobile stands by our commitment not to raise service prices and have many great services and plans to choose from." Cx: "​I was eligible for a lower down payment yesterday but now it's higher today. Why?​" Possible Answers: "Offers of financing or promotions provided at the time of inquiry are subject to change and are not a guarantee. Your pricing may vary depending on credit as we may regularly evaluate your account based upon internal data including your payment history, and/or external data when you request a new line of service or device financing. Let’s review your options together so we can get you everything you need within your budget."​ SITUATION: Last month, Alex visited a store to check prices for a new phone. Today, he's getting ready to buy through the app but now he's being asked for a down payment. How can we help Alex understand the changes to his account?​ Possible Answer: "I'm excited to hear you're looking for a new phone Alex! Pricing and offers are subject to change and aren't guaranteed. Accounts are regularly evaluated on an ongoing basis and pricing eligibility is based on your history with T-Mobile, current open financing balances and also the actual cost of the phone. I'll get the latest pricing pulled up and we can review the devices together and find the best option for your upgrade!"​ DENYING FOR RESTORE I really do understand that having our services running active is important, and I really appreciate you for keeping an eye on your account. ** CWC As I can see here we currently have total of $2,131.40 whole balance on the account. But no worries T-Mobile is really here to help! If we're not able to settle the whole amount for today. The system will only require you to settle the minimum amount of $1,231.32 . May I ask we can settle it today? ** RESTORE FEES It must have been such a tough time juggling our work, family and payments, especially at this time. We really admire every drop of your patience and efforts to get by. As a customer also I totally understand this kind of situation that we really need extra time to settle our payment and making sure that our service will not get off. However If we keep restoring the account without any payment, we may encounter more restore fees and an increasing balance, more service interruptions for you that may later lead you to bad debt. That is absolutely not what we wish for you so we'd like to collect a payment today so we can help you for a longer time. ** MINIMUM PAYMENT I tried to get your service running active XX, it's just that the system won't let me since it's asking for a payment first. I know how tough it is for you and your family. Yet for us to manage the account and restore it, all we requires is to settle first the minimum amount. And If you also have any public Wi-Fi in your area, we can connect on that for the meantime, or you can also buy a prepaid SIM card to use while still trying to catch up with our bill. ** PREPAID Would you like to know more about prepaid instead? With the prepaid sim you'll be able to connect for the mean time with new number in affordable price with our monthly prepaid plans. If you're interested you can go directly to nearest T-Mobile store to activate it within this day. You'll need to buy a prepaid sim card then you can choose a prepaid legacy plans that ranges to $40-$50 monthly plans includes call, texts and Data. Once you'll be able to catch up on your postpaid bill definitely you can deactivated your prepaid account. Cool right? ** SUSPENDED Thank you so much for your great understanding Selina, no worries we'll be always right here and we can wait til you can catch up on your bill and we're really looking forward on it. Also As I can see here you can still receive incoming texts and calls. And if we're going to make outgoing calls and texts, you may use for the mean time a wi-fi. Dinglasan, Maryjane Sep 15, 3:59 AM PA HANDLING: Asking to delete but still can set up: Appreciate your patience for waiting CX! As per checking on your account, you are vey much eligible to set up a new arrangement. All we have to do right now is to wait for the current arrangement to fall off then once done, you may go ahead and set up a new one. Sounds good? Asking for new PA with 31+ days past due: Got it! As per review on the account, we can still set up a payment arrangement and all we have to do is to pay the minimum amount of $(minimum payment) out of the $(total balance). Shall we go ahead and process the payment now? CX concern about service interruption: We would love you to enjoy the service and interruption might be a possibility since the arrangement was not fulfilled. If ever that happens, we can still set up a new arrangement so long that we are able to settle the minimum amount then set up the new arrangement. Would you like me to set up a follow up on the account to check the status of the arrangement and let you know when it's remove? Cx could not really pay: Next step Ladex: I know this is a tough time right now and appreciate you wanting to settle the amount on the date you have mentioned. As of the moment, the option to create a new arrangement would be possibly after settling the minimum amount. You might be concerned with the service interruption and so do I. Normally, when the account service is interrupted, only the outgoing calls and text won't work and data. The incoming text and calls should be working fine. For data, if you have a wifi connection at home or can connect to any hotspot or public wifi, you may try to do that for the time being while catching up with the bill. You may also use some application like messenger, whatsup or hangout to use for messaging and calling as well while connected to wifi. Hoping for your understanding, Cx. Dinglasan, Maryjane Sep 15, 4:05 AM P360 SPIEL •Customer, how would you like to protect your investment today? We want you to have the peace of mind and confidence that if something happens to your device, you're covered by the Protection 360 which only cost $$ per month. Shall we add it now? •By the way, have you heard about Protection 360? It's a real lifesaver, customer! By only paying $ per month, you can buy new device with confidence knowing you won't have to pay in full for a replacement in the event of loss or damage. Let's add this feature now, shall we? **Always tell the customer that:** When filing a claim don't forget to provide the following: • Mobile number • Device make/model and IMEI number • Date of the incident. • Details of what happened Just a reminder you will need to be able to explain what happened to the device, to the best of your knowledge and you must know the exact date of incident or your claim may be denied. Once the claim is approved, your insurance provider will collect a service fee/deductible and replacement devices will not be shipped until the service fees/deductibles are paid. You have 30 days to pay the service fee and deductible to Assurant, or your claim will be closed. Also, replacement devices are shipped by either FedEx or UPS for next business day delivery at no cost. Before I forget, you have 10 days to return your damaged/defective device after receiving your replacement, alright? ps: Lost phone is not required to be sent to Assurant. Assurant will block the IMEI of the lost phone so do not block it on your end 🙂 but you can temporary suspend this line to prevent it from being used. P360 SPIEL •Customer, how would you like to protect your investment today? We want you to have the peace of mind and confidence that if something happens to your device, you're covered by the Protection 360 which only cost $$ per month. Shall we add it now? •By the way, have you heard about Protection 360? It's a real lifesaver, customer! By only paying $ per month, you can buy new device with confidence knowing you won't have to pay in full for a replacement in the event of loss or damage. Let's add this feature now, shall we? **Always tell the customer that:** When filing a claim don't forget to provide the following: • Mobile number • Device make/model and IMEI number • Date of the incident. • Details of what happened Just a reminder you will need to be able to explain what happened to the device, to the best of your knowledge and you must know the exact date of incident or your claim may be denied. Once the claim is approved, your insurance provider will collect a service fee/deductible and replacement devices will not be shipped until the service fees/deductibles are paid. You have 30 days to pay the service fee and deductible to Assurant, or your claim will be closed. Also, replacement devices are shipped by either FedEx or UPS for next business day delivery at no cost. Before I forget, you have 10 days to return your damaged/defective device after receiving your replacement, alright? ps: Lost phone is not required to be sent to Assurant. Assurant will block the IMEI of the lost phone so do not block it on your end 🙂 but you can temporary suspend this line to prevent it from being used. Apple Watch activation (pairing plan) to manually activate on your end, on the iPhone open the Watch app and tap Cellular > Add a New Plan. Then the watch plan activation set up should be on a family setup to make this work. Once it is on the family setup this will allow you to set the set-up for a family member mode option on the watch app Galing kay TL Emerson for Pa Fall off: @all I understand that you need more time in settling your arrangement and should you miss one the arrangement will remain open for an undisclosed amount of time, giving us a chance to settle it before it falls off. Should the arrangement fails you'll have another opportunity to schedule a new arrangement which will restore the account back to active status. ung nag end convo tas d pa resolve tas sayo pumasok ung next chat I see that you we're conversing with one of our reps and was disconnected. No worries, I will personally review the conversation so that you do not have to repeat yourself and I'd be glad to take over and assist you with this by any means necessary. Will that be alright? ----- nag end ung previous convo (resolved) tas sayo pumasok ung thank you I am glad that my fellow experts was able to assist you earlier. I hope we are able to make you feel important by the service we provided you today. Is there anything else I can assist you with? I want to make sure that we are able to cover everything for you ----- transfer to tech I really appreciate you for troubleshooting with me. We fairly covered the basics earlier and helped us determine the root cause but no to avail. We just need to proceed with the next step which I will have to transfer you to the Tech Experts for further troubleshooting. Will this work for you? Data Prioritization: Because you're one of our heaviest data users- meaning you used over 50gb during this bill cycle- your data is temporarily prioritized after other customers. This should only be noticeable during times of congestion and will end when the bill cycle's over. I'm sorry you experienced impact to your speeds due to data prioritization. Your data use will no longer be prioritized lower when your bill cycle ends. PA own the no I understand your sentiments. I was just checking what else we can do for your account. As I've carefully checked, I see that once you missed the existing arrangement. The system will require you to settle a minimum payment before you can set up a new arrangement. No worries, once the existing arrangement falls off, just settle the minimum payment of $330.80 then you can set up a new arrangement. Also, since you already agreed to the terms of your existing arrangement, normally, the system won't allow us to make any changes to it. May I please know if I was able to clear this up for you? -------------------------------------------------------------------------------------------- We truly don't want you to feel that way. I thoroughly reviewed your account and what's best to do right now is to wait for the arrangement to fall off. Once it happens, you can settle the minimum payment and set up a new arrangement. This will automatically restore your account. Don't get me wrong, I totally understand why this option isn't the best for you. Just like you, it's important that I keep my services active. Trust me, if we have alternative, we would definitely do it and will not take so much of your time. no worries we'll be always right here and we can wait til you can catch up on your bill and we're really looking forward on it. Apart from the payment arrangement, do you have other concerns I can take care of for you? Dinglasan, Maryjane Sep 15, 4:10 AM RECAP AND CLOSE SAMPLE TEMPLATE Thank you so much for giving me the chance to help you, Cx! On behalf of T-Mobile, I am happy to confirm that we were able to (KUNG ANO MAN YUNG CONCERN), and (IF MORE THAN ONE CONCERN NI CX, YOU CAN DELETE IF ISA LANG). Our goal is to provide the best experience moving forward! Again, this is (your name). Have a great day! Explaining bill current: Thank you for inquiring about your bill, let me explain what happened. Let me first explain how you are billed. You are billed current which means we bill you for the current bill cycle you are in. When you received your bill, it's already calculated for that current bill cycle. When you make a change to your rate plan and features in that same billing cycle, any charges that occurred won’t reflect until the next bill. Right now, you are seeing charges for this bill from changes you made last month that we could not bill you for. Moving forward, if you don’t make any changes this month, your bill reflects XYZ. Hope this makes sense Past due/upgrade: Oh no, losing a device is not a good news but no worries I am here to assist you with that! Yes, you can also upgrade your device anytime while paying for the other phone under your line (number) where you will be charged for this for the regular price only. However, it shows here that the account is currently past due which prevents us from making any transactions. May I know if you are planning to settle this one today to make the account current and for us to be able to process the order or would you like me instead to provide you the details of the device you are eyeing for so once you settled the past due, you're all good! --------------------------------------------------- EIP full payment: I can see here that your installment plan for your phone is tagged as paid off. Every time we generate a bill, the phone installment stated on the bill is apart from the remaining installments as you view it online. The balance you settled online already has one installment pending. That pending installment is on your current bill (the one you are seeing now) which is running at the time you made the payment. Rest assured that this will be the very last time you'll see the charge. --------------------------------------------------- Positioning for in-store return after placing an order for trade-in: For the easiest and fastest way to get your trade-in credits, you can return your trade-in device at your nearest T-Mobile store! When you're ready to return your trade in-device, you can return it at your nearest T-Mobile retail store. I'd be happy to provide the address and contact information for you! Great news! You don't need a shipping label and there's also no need to ship anything back to us! You can return your trade-in device to the closest T-Mobile retail store which will guarantee that you receive your trade-in credits sooner! ---------------------------------------------------- Credit Card Payment: Just a quick heads up, please remember your card will not be charged until the device ships. Your funds will need to be available that day to avoid shipping delays. Sounds good? ---------------------------------------------------- FOR MAKING PAYMENT: Absolutely (Mr./Mrs. Customer's name), I’d be delighted to help with processing your payment. Before we start, I want to let you know there is a $10 payment support fee. I don't want to add any more money than you have to pay today. If you'd like, I can walk you through the app to make a payment. --------------------------------------------------- SAMPLE 2 FOR MAKING PAYMENT: Mr./Mrs. (Customer's name), I totally get it - I don't like spending money when I don't need to either! The great news is that we have several free options to make your payment. It would be my pleasure to walk you through how to take advantage of these options so you don't have to pay the fee and you can save time in the future since you won't have to contact us! ----------------------------------------------------- SAMPLE OF ACKNOWLEDGEMENT: 1. I realize that this situation is difficult, but rest-assured we will find a solution for you. 2. I would feel the same if this happened to me. We will sort this out. 3. I'm sorry to hear you are having these problems. We will get this resolved as quickly as possible. 4. Is there anything else, big or small, that I can help you with today? ------------------------------------------------- FOR BILLING: I totally get your point and bills can be confusing sometimes. I don't want to let go such a valuable T-Mobile customer. Glad that you're able to message us about this. Here in T-Mobile, we make sure that we value your money. Let me go ahead and check your account to see what's going on. TRANSFER TECH let me transfer you to our Tech Support team for further assistance. If you are experiencing a long wait or it becomes after hours, you can either chat back tomorrow during Messaging hours of operations or you can contact our Customer Care team at 1-800-937-8997 during hours below and they will transfer you to Tech Support Messaging Hours of Ops - Monday - Friday 5 am - 10 pm PST​ *********** It's my pleasure to assist a long-time customer like you and we value your loyalty to us. Good news! I can recommend that you use our T mobile Tuesdays for free. Just always check your T-Mobile Tuesday app for the freebies and you will get a lot of freebies and choices. Your patience is above and beyond. I appreciate it so much! I'm still working on it. Is there anything else that you would like me to check for you? Also, when activating or upgrading with T-Mobile, we keep you seamlessly connected to what you love with free 2-day shipping, personalized setup and support of your equipment or line of service, and a physical SIM card, if required, all at no extra cost. You can also process it at the store, but to save your time and effort I can definitely process it here on my end and it will be delivered on your doorsteps. Shall we proceed with the offer? Sep 19 Dinglasan, Maryjane Sep 19, 4:23 AM pin or bookmark One Stop Shop: 2023 Fall Apple Products https://c2.t-mobile.com/news/care/one-stop-shop-2023-fall-apple-products#subhead2 Pre-order & backorder support https://c2.t-mobile.com/device-programs/pre-order-and-backorder-support e-Signatures https://c2.t-mobile.com/device-programs/e-signatures Upgrade orders: Care https://c2.t-mobile.com/device-programs/upgrade-orders-care Device Connection Charge Promotions https://c2.t-mobile.com/offers/2d860#subhead2 @all @all USE this spiels for apple upgrade to the new series ❗❗❗ Here are the scripts we could use to get that Perfect 10! Issue resolution Communicate Device Pricing "Offers for financing or promotions provided at the time of inquiry can change from time to time. Let’s review your options together so we can get you everything you need within your budget." In case of down payment: "Currently we offer 0% interest for all customers which provides the lowest overall cost to finance a device & the lowest monthly payment." "Device prices are constantly changing, and T-Mobile customers are presented with the best financing option available to them. The down payment you are offered is determined by a variety of things like the device you are purchasing and your payment history with us. Let's find the perfect device for your needs!" Review Promotion Requirements "We have amazing promos now that the iPhone 15 series is here!... - New and existing customers can get up to $1000 off an iPhone 15 on Us if they are on the Go5G Plus or Go5G Next plan and trade in an eligible device! What's even nicer is that you can stack this with other offers! Would you want to learn more about it?" - We just made SWITCHING EASY! With Phone Freedom, you can trade-in your unlocked phone and we'll help you pay it off and even get a new iPhone 15 on Us and $200 to spend at T-Mobile just by making that switch. - With this comes our promise that you can upgrade every year on Go5G next and every 2 years on Go5G plus! - New and existing customers can get up to $650 off an iPhone 15 on Us if they are on the Magenta Max or equivalent plan and trade in an eligible device! Would you want to learn more about it? Educate on eSIM "Your new iPhone will come with an eSIM which is more safe and secure while letting you seamlessly move between devices without the need of a SIM tool or paperclip. All information can be downloaded over Wi-Fi or data connection which keeps your phone up-to-date to ensure your 5G compatible device gets all the benefits of our 5G network." Attach Trade-In Order "Thank you for your interest in our trade-in offer! Please make sure to have your IMEI ready when you start the order process and you have to include it in your order details to make sure you get enrolled in the offer automatically" Provide eSignature Reminder "I have successfully processed your order! Make sure to sign your e-signature within which should be received via your provided email within the next hour. Make sure to review all the details and sign it within 48 hours of placing your order for your order to ship" @all USE this spiels for apple upgrade to the new series ❗❗❗ Here are the scripts we could use to get that Perfect 10! Issue resolution Communicate Device Pricing "Offers for financing or promotions provided at the time of inquiry can change from time to time. Let’s review your options together so we can get you everything you need within your budget." In case of down payment: "Currently we offer 0% interest for all customers which provides the lowest overall cost to finance a device & the lowest monthly payment." "Device prices are constantly changing, and T-Mobile customers are presented with the best financing option available to them. The down payment you are offered is determined by a variety of things like the device you are purchasing and your payment history with us. Let's find the perfect device for your needs!" Review Promotion Requirements "We have amazing promos now that the iPhone 15 series is here!... - New and existing customers can get up to $1000 off an iPhone 15 on Us if they are on the Go5G Plus or Go5G Next plan and trade in an eligible device! What's even nicer is that you can stack this with other offers! Would you want to learn more about it?" - We just made SWITCHING EASY! With Phone Freedom, you can trade-in your unlocked phone and we'll help you pay it off and even get a new iPhone 15 on Us and $200 to spend at T-Mobile just by making that switch. - With this comes our promise that you can upgrade every year on Go5G next and every 2 years on Go5G plus! - New and existing customers can get up to $650 off an iPhone 15 on Us if they are on the Magenta Max or equivalent plan and trade in an eligible device! Would you want to learn more about it? Educate on eSIM "Your new iPhone will come with an eSIM which is more safe and secure while letting you seamlessly move between devices without the need of a SIM tool or paperclip. All information can be downloaded over Wi-Fi or data connection which keeps your phone up-to-date to ensure your 5G compatible device gets all the benefits of our 5G network." Attach Trade-In Order "Thank you for your interest in our trade-in offer! Please make sure to have your IMEI ready when you start the order process and you have to include it in your order details to make sure you get enrolled in the offer automatically" Provide eSignature Reminder "I have successfully processed your order! Make sure to sign your e-signature within which should be received via your provided email within the next hour. Make sure to review all the details and sign it within 48 hours of placing your order for your order to ship" Camacho, Miracle Sep 19, 10:56 PM Checklist / Flowchart (PA) - Visual Audit ( Go straight to PA section na) - Ask why the cx wasn't able to pay, ask when they can pay - Collect any amount ( If No min payment = half of first payment. w/ min payment = min payment) - Cx Disagrees, look for alter options (Fall off, etc.) - If wala talaga, look for a long term resolution (I.G Rate plan change, bill cycle change, add / remove features, etc.) Got it! Is there anything else that I can help you with? Do you have other inquires that I can help you with? Do you have any clarifications to the information I provide? What you're saying makes so much sense to me. Before I let you go, to make sure am I able to fully resolved everything for you today? Please allow me a moment to check your account please. Sounds good? T-Mobile branding: In fact, the pleasure is all mine, at T-Mobile we are always taught to never shy away from going the extra mile for precious customers like you. Hoping that you can feel my sincerity in helping you out and we are looking forward to being with you for a longer time. rest assured that we are following the correct process and information as we are also calibrated all the time about our customer's concern. SPIEL FOR THE PROMO OF IPHONE 15 I really appreciate you trying to get our newly promotion with the new iPhone 15 of $1000 OFF. As of the moment, The promotion only works specifically once you switch to GO 5G Plus Plan. But nothing to worry, I can still look for other offers for you that you may love. How's that sound? ================================= I really appreciate you trying to get our newly promotion with the new iPhone 15 of $1000 OFF. As of the moment, The promotion only works specifically once you switch to GO 5G Plus Plan. But nothing to worry, I can still look for other offers for you that you may love. How's that sound? Thank you for patiently waiting Opening Spiel==== Hi, This is Benj from T-Mobile. How may I help you? Hi, This is Benj from T-Mobile. I am here to help. Let's partner together to get this resolved. Hi , this is Benj from T-Mobile, I’m happy to help take care of your -----(moving forward) +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ =====Acknowledgement====== Just to confirm, You are chatting to day about _____. Is that correct? Next step: Thank you for confirming it.Let me go ahead and help you about it. +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ =======Closing Spiel====== Awesome! So happy we were able to help. Have a great rest of your day! ====Closing spiel with T mobile Branding:==== We are happy here at T-Mobile that we are able to resolved your concern Awesome! So happy we were able to help. Have a great rest of your day! We are happy here at T-Mobile that we are able to resolved your concern and it's my pleasure to assist a long time customer like you. ++++++++++++++++++++++++++++++++++++++++++++++++ ======BUY TIME ======= While we are working on it would there be anything that you would like to be addressed as well? I would love to maximize the assistance that you can get. Let's make your time worth it. **** I'm really glad you brought this up to our attention, I was able to see what caused it and will let you know in a few. Kindly give me additional time to work on it, will that be alright? **** You don't have to just stare and you can do things you need to do. I will check back time by time as I work on it. Will that be alright? **** This may take a while as I will personally work on it and it is more of an outside the box. All you need to do is stay connected. I will surely update you here, will that be alright? **** This may take a few minutes, you may switch tabs and be notified when I am back. I got you on this. +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ =====Voice mail messaging======== We want to make sure that we will be able to address your concern today and provide you a resolution, I've tried to reach you via call and It seems that you're back on your day now and it's totally fine. But no worries, If you need to continue the conversation, please feel free to respond and my peer will be able to assist you and continue the conversation. If you have other concerns or follow up. You can contact us back directly at 1-800-937-8997 and we are available for 24 hours a day / 7 days a week for you . Have a great week ahead! You deleted a message =============================== DEVICE CONNECTION CHARGE Positioning to explain the charge to customers: "The Device Connection Charge is a one-time charge for connecting a new device to the network when activating or upgrading with T-Mobile." "When activating or upgrading with T-Mobile, we keep you seamlessly connected to what you love with free 2-day shipping, personalized setup and support of your equipment or line of service, and a physical SIM card, if required, all at no extra cost." ============================= ===Opening Spiel==== Hi, This is Benj from T-Mobile. How may I help you? Hi, This is Benj from T-Mobile. I am here to help. Let's partner together to get this resolved. Hi , this is Benj from T-Mobile, I’m happy to help take care of your -----(moving forward) +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ =====Acknowledgement====== Just to confirm, You are chatting to day about _____. Is that correct? Next step: Thank you for confirming it.Let me go ahead and help you about it. +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ =======Closing Spiel====== Awesome! So happy we were able to help. Have a great rest of your day! ====Closing spiel with T mobile Branding:==== We are happy here at T-Mobile that we are able to resolved your concern Awesome! So happy we were able to help. Have a great rest of your day! We are happy here at T-Mobile that we are able to resolved your concern and it's my pleasure to assist a long time customer like you. ++++++++++++++++++++++++++++++++++++++++++++++++ ======BUY TIME ======= While we are working on it would there be anything that you would like to be addressed as well? I would love to maximize the assistance that you can get. Let's make your time worth it. **** I'm really glad you brought this up to our attention, I was able to see what caused it and will let you know in a few. Kindly give me additional time to work on it, will that be alright? **** You don't have to just stare and you can do things you need to do. I will check back time by time as I work on it. Will that be alright? **** This may take a while as I will personally work on it and it is more of an outside the box. All you need to do is stay connected. I will surely update you here, will that be alright? **** This may take a few minutes, you may switch tabs and be notified when I am back. I got you on this. +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ =====Voice mail messaging======== We want to make sure that we will be able to address your concern today and provide you a resolution, I've tried to reach you via call and It seems that you're back on your day now and it's totally fine. But no worries, If you need to continue the conversation, please feel free to respond and my peer will be able to assist you and continue the conversation. If you have other concerns or follow up. You can contact us back directly at 1-800-937-8997 and we are available for 24 hours a day / 7 days a week for you . Have a great week ahead! You deleted a message ================ Advisement for changes 💬Please be advise that most changes occur within minutes, it may take up to a minute to 2 hours for the changes to fully take effect. Ownership for customer bad experience: 💬I am part of T-Mobile, and your previous experience is also my responsibility. I am really sorry for the inconvenience this has caused you. Pro-rated charge: 💬as it seems like a pro-rated charge has occur on your bill for this cycle. Looking on your account bill summary, I can see that here's a pro-rated charge of $__ when you activated the line __ on your account. Pro-rated charge occurs when there are changes that had happen in the middle of an account billing cycle. But no worries, as the pro-rated charge will only occur as one-time charges on your account and moving forward you will stick to your monthly recurring bill which is the $__ monthly. PIN and account number self-service: 💬BA little share, you can actually see your account number and PIN update by accessing your account online. Here's a helpful support link that you can use as your reference. Account number: https://www.t-mobile.com/support/account/find-your-account-number?cmpid=hw_send Pin change: https://www.t-mobile.com/support/account/set-up-your-customer-pinpasscode?cmpid=hw_send Educate customer how 5G works: 💬 However to set a proper expectation 5G coverage consider 3 factors in order to enjoy it. Here are they.💬BA little share, you can actually see your account number and PIN update by accessing your account online. Here's a helpful support link that you can use as your reference. Account number: https://www.t-mobile.com/support/account/find-your-account-number?cmpid=hw_send Pin change: https://www.t-mobile.com/support/account/set-up-your-customer-pinpasscode?cmpid=hw_send Educate customer how 5G works: 💬 However to set a proper expectation 5G coverage consider 3 factors in order to enjoy it. Here are they. 1. Area should have 5G coverage 2. Sim card should be 5G compatible 3. Device should be 5G compatible It seems like you currently have an iPhone 8+, Please know that Apple recently launch a 5G compatible device which is the iPhone 12 series. Devices prior to the lunch of iPhone 12 series are not 5G compatible devices. With this, iPhone 8+ would be unable to connect to a 5G network. For your future reference, you can use this helpful link in knowing more 5G network. 😊 Link: https://www.t-mobile.com/devices /5g-phonest Troubleshoot: I have utilized my network tools and it's telling me to get in touch with our tech experts to perform advance troubleshooting with you. Can I call you at line ending ____? Upgrade devices save support fee: 💬 I will be so glad to process an upgrade and order for you, as a head up please be advised that orders that are being process through customer care incur $20 support fee. Would you like to proceed with the process? But wait there's more! You can save the $20 support fee but upgrading through T-Mobile app/website. Here's the steps. SHOP > DEVICES ========================== Thank you so much for patiently waiting,I just got off from my call with the Rebate team and Great News you'll be able to use the $100 to be applied towards your bill. But for the meantime since the standard processing of the rebate submission is with in 6-8 weeks, You are already on their wait list and we can just allow our rebate team to complete the process and rest assured that you are actually eligible for the promotion. For now is there a chance for you to pay cash/debit card for the minimum amount? This way the system will allow us to sdewt up you a payment plan and secure your services.The the $100 rebate,once approve you can definitely use it towards the bill for the remaining balance. You Sep 22, 4:31 AM Overcoming Common Hesitations I am so glad you're digging in and asking questions. What T-Mobile is offering is such a departure from what you have today. Business Internet has no annual service contracts, no hardware costs, and is easy to set up and use! T-Mobile is so confident in our Business Internet that we are offering a Test Drive of our service, risk free for 15 days. You just have toset it up and try it out, if it doesn’t work for you send it back –we make it easy! I totally understand that you have a “bundle” with your current provider, however T-Mobile Business Internet not only allows you to experience our revolutionary 5G speeds, to take your business to new levels, and reduce paperwork with one bill it’s a win-win! ***Troubleshooting:***( from Magenta U0 There are two ways to access The Fix in Atlas. 1) The first way is by holding your cursor over Troubleshooting on the top magenta bar, then clicking Troubleshooting. 2) The second way is to click Toolbox along the left border, then click Troubleshooting. When Troubleshooting opens, you are presented with The Fix. You'll want to Find Fix Flows by either using Search for a Category or selecting from one of the Quick Links. In this example, we're going to select Data because our customer cannot access the web. You are then presented with the Fix flows. Because our customer cannot get on the Web, we're going to select Mobile Data Issues. You are then presented with the Fix flows. Because our customer cannot get on the Web, we're going to select Mobile Data Issues. ================ Your First Step - Ask Probing Questions To start the troubleshooting process, you'll want to begin by asking effective probing questions so you fully understand the issue. Every Fix flow begins with this step. Note: If you feel that you've selected the incorrect flow, you can always begin again by clicking Start Over in the upper-left of the screen. You Sep 22, 4:38 AM The steps explain the action that needs to be completed. The C2 link below the step provides the process on how to complete the step and the circle with the "i" provides additional details on the step if needed. Notice, just under the step is a link to the C2 document for Network Troubleshooting Probing Questions.(opens in a new tab) Take a minute to locate that document and familiarize yourself with it. sdl(situation, duaration,location) You Sep 22, 4:44 AM PROBING QUESTIONS for troubleshooting: 1. When did this issue begin? 2. Describe exactly what happened? 3. When was the last time you were able to text 4. is it happening everywhere? 5) Are you able to make /receive calls? 6. How much signal strength? 7. Is there another phone functioning properly? 8. What attempts have you made to fix the issue yourself? NETWORK TROUBLESHOOTING::: IS THE ACCT SUSPENDED IS THERE LOCAL SITE REPORTED ISSUE? IS THERE A WIDE-SPREAD OUTAGE? You Sep 22, 5:07 AM =======Recap and Wrap Up====== 1.The Fix may have you restart the device or update the software. These two simple steps can resolve issues quickly. C2 References: Restart devices regularly(opens in a new tab) Software updates Refer to any outages, system issues, emerging issues, or known issues. You may not be able to troubleshoot or resolve these issues, but you can advise the customer of the details. Additional information is located in the C2 document titled Network outage advisements. If the customer is on the device with the issue or doesn't have it with them, you might only be able to try some steps. See the C2 document Troubleshooting with customer on device. Never offer an exchange as a solution before ensuring all troubleshooting steps have been completed. If some steps are not possible, give instructions to the customer to do after the call. Encourage the customer to visit Retail Store where the device can be checked and inspected before issuing an exchange. See Warranty exchanges. ====Did it work? Finally, test your work. Have the customer repeat what they did before, and make sure it doesn't cause an issue again. If not resolved, try other troubleshooting steps and solutions. If not resolved and you've followed all basic troubleshooting, then transfer to Tech Care when directed by The Fix in Atlas. When transferring to Tech Care, do not promise an exchange as a solution.===== Educate and Recap the Call After resolving the issue, educate customers about what you've done to to fix their issue. Explain why the issue happened. Explain how to avoid it in the future. Recap the call, so the customer understands the resolution. Memo the account with the steps you completed. =======Remember the BEST experience on every call to: Own the solution and assure your customers you're there to help. Use tools, resources, and empowerment to solve. Relay information in a simple and transparent way. Keep them informed. Provide complete details to reduce future impacts. Test your resolution. Recap what you did, and let them know the next steps. Recognize tenure and thank your customer for their loyal======== You Sep 22, 5:16 AM =====C2 link for trouble shooting https://c2.t-mobile.com/news/care/atlas-ts-flows-with-scope-of-support ===================== I totally understand that is a large bill to pay all at once. But, believe me! What I can assure you XXX is, having a down payment means you'll have an easier time to pay the monthly price of your iPhone 15 in the long run because it will be cheaper. On the other hand, if you have zero down payment you'll have higher monthly payments and in reality, I know having that on top of other bills can really be plenty to handle. Everybody has the same total price in the end that's why don't worry! If this relieves you, let's proceed with the upgrade now XXX?