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EMPATHY FOR BAD EXPERIENCE I genuinely appreciate your patience. My sincere apologies once again for any inconvenience. Thank you for your time and patience. Thank you for remaining so positive. We appreciate your understanding. I appreciate you reported to us about the problem. We will look on to it immediately You are totally right. Thank you so much for notifying us about the issue. It makes me really sad to hear this happened Thank you so much for your patience, XXX. POWER SPIELS T-Mobile is committed to provide excellent help. We want to make sure we can help you effectively and efficiently. Can you tell me more about your T-Mobile concern? I definitely do apologize about this situations, I would really love to look into your account and do the best I can to provide all necessary resolution. Let’s work together and get this resolved today. Our goal is to provide the best service. Please let me make this right for you. Let's work together to ensure everything is resolved. Please give me few moments to check what we can do. I am part of T-Mobile, and your previous experience is also my responsibility. I want to make sure that I can make amends by providing you an excellent service. And I hope that whenever you think about T-Mobile, you will always think about your conversation with me. I know that my deepest apology won't take away the frustration for reaching us multiple times but of course I'll make sure that I'll give you BEST of the BEST for an upgrade and make your time worth it. Move Forward Can I offer you any further assistance while we're connected? Can I check any other information? I'd hate to miss a thing. If you have additional questions I can address, please, let me know? Please let me know if you have other concerns we can work on together? I'm here to help, is there anything I may check for you today? I want to make sure I cover everything, did I miss anything for you? I want to help out as much as I can, is there anything I may check for you today? I'd love to further assist you, is there anything I can add or clarify on this? I'm here to help, do you need further assistance aside from this? Do you have any clarification to this? Does that help? Does that clarify the confusions? Was I able to ease your mind about this? Was I able to clear things up for you? Do you need further clarifications about this? I hope I was able to provide you all the details you need today! Is there anything else that you would like me to check for you? Was I able to assist you with all of your concerns today? Was I able to cover everything for you today? I hope I was able to provide all the information you need for today, ____________. Did I miss anything for you today? Did I miss anything for you tonight? What other questions do you have that I can answer for you? What other concern do you have that I can assist you with? Do you have any additional questions or concerns? Do you have any other concerns that I can assist you with? Was I able to ease your mind? We want to provide the best service possible to our customers. Was I able to answer all of your questions? Your wish is my command! Would this be all for me today? Please let me know if you have additional questions I can address? Please let me know if you have other concerns I can assist with? If you have other concerns I can assist with, please, let me know? Do you have other concerns we can work on together? If you have other concerns, please, feel free to let me know? Have we covered everything for today? Did I miss anything else for you today? Was I able to provide the information you need? I hope I was able to ease your mind about this. I hope I was able to clear things up for you. I hope I was able to provide clarifications about (concern/issue). I hope I was able to provide the information you needed. Power words for RESET PA I understand how this pandemic has affected us. You got the right person to take care of the request for today. We promise to always deliver our valued customers like you the best experience and thank you for being the best part of T-Mobile. In that regard, you may create a new arrangement on the account for the extension that you may needed as one time courtesy. I am happy that we were able to secure the arrangement and believe that this is the right solution for you. I encourage you to make the payment for your new billing amount by the due date so you are completely caught up when you reach the end of your arrangement Thank you for being so amazing and for taking this time out of your Wednesday to reach out for some assistance. Power words for RESET PA I understand how this pandemic has affected us. You got the right person to take care of the request for today. We promise to always deliver our valued customers like you the best experience and thank you for being the best part of T-Mobile. In that regard, you may create a new arrangement on the account for the extension that you may needed as one time courtesy. I am happy that we were able to secure the arrangement and believe that this is the right solution for you. I encourage you to make the payment for your new billing amount by the due date so you are completely caught up when you reach the end of your arrangement Thank you for being so amazing and for taking this time out of your Wednesday to reach out for some assistance. MOVE E-SIM TO NEW PHONE 1. Request for EID. Kindly go to Settings> About Phone> Sim Status(sim slot 2), scroll down and locate EID. 2. Send OTP 3. Send QR code to email SCANNING QR CODE USING APPLE DEVICE From your iPhone device, Open the Camera app from the Home Screen, Control Center, or Lock Screen. Select the rear facing camera. Hold your device so that the QR code appears in the viewfinder in the Camera app. Tap the notification to open the link associated with the QR code. TROUBLESHOOTING Empathy/acknowledgment spiels: I know that my deepest apology won't take away the frustration for reaching us multiple times but of course I'll make your time worth it. I can see in here that you've been with T-Mobile for more than 2 years. More of a reason we will not give it a single thought to help you in all ways. I've already communicated with our support team handling the ticket created for you. Also, sent a prioritization with stronger ticket created for you as we in T-Mobile is committed to provide excellent help. In that regard, we want to make sure we can help you effectively and efficiently in exhausting all we can to let you feel how dedicated we are and committed in ensuring that our loyal customers felt the care of T-Mobile as a whole. To further clarify, I have reviewed the ticket created for you and it is being work on by our advance tech together with our engineering team and will get back to you with the permanent resolution. Aside from that, I have fully documented the communicated information you have shared as I dig in further to ensure that all details are complete and that it will be fully able to take care the reason in calling and messaging us. Also, a follow-up call back or if you prefer I may re-open a conversation here in Messaging for you in making sure that all updates and permanent resolution be communicated to you. We are part of T-Mobile, and your previous experience is also our responsibility. I want to make sure that I can make amends by providing you an excellent service. And I hope that whenever you think about T-Mobile, you will always think about your conversation with us. In as much as I would love to further provide more information, we will need the updates directly on findings of our engineering team together with our advance tech. No worries, I will personally be monitoring this matter to you and be the one to contact you the soonest I get the full updates for you. You will also receive a text message of my commitment to you as I would want you to know that someone cares for you in T-Mobile. As T-Mobile commitment is to ensure we can take care everything is regain a great relationship with T-Mobile. DATA PASSES Data passes allow you to temporarily add or supplement domestic data, international data (in Simple Global countries), and on-network data when needed. Sometimes you want to add some extra data to your existing plan, and that's where data passes come in. We've got various pass types, such as international and HD video that can help you out for a number of reasons, such as: -You're roaming internationally and you want a higher data speed. -You want the ability to stream HD video for 24 hours on the ONE Plan or Magenta line by turning off video optimization -You're experiencing reduced data speeds after reaching your data allotment. Follow the steps on this page to Add data pass to see which passes are available for your plan (pass types may vary by plan). Additional passes can be purchased as needed once a purchased pass expires. T-MOBILE APP 1. Access the T-Mobile app on your device. 2. Select ACCOUNT, then select ADD-ONS next to the Primary Account Holder's line. 3. Choose Manage Data & Add-ons. 4. Select the check box next to the pass you want to add. 5. Select Continue, then select Change Date to chose a start date for your pass. If you don't select a date, it will start immediately. 6. Select Agree & Submit. T-MOBILE ONLINE 1. Log in to your T-Mobile account to add a data pass. 2. Expand + the line you wish to add the data pass to. 3. Select Manage Data & Add-Ons under that line. 4. Select the desired data pass from list and select Continue. 5. Choose a date for the data pass to start. If you don't select a date, it will start immediately. 6. Select Agree & Submit. TO ADD FROM A PREPAID PLAN Call T-Mobile Prepaid Customer Service at 1-877-746-0909 for assistance. You can get a 1-day pass or a 1-week (7-day) pass. TO ADD FROM PREPAID MOBILE INTERNET PLAN Prepaid Mobile Internet (MI) plans provide data service on devices such as laptop sticks, tablets, and mobile hotspots. To add prepaid Mobile Internet, log in to your T-Mobile.com account. http://my.t-mobile.com/ TO ADD FROM A HOME INTERNET LITE PLAN Call T-Mobile Home Internet Lite Customer service at 1-800-866-2453 for assistance. For more information about Home Internet Lite Plan please visit this link: https://www.t-mobile.com/support/home-internet/t-mobile-home-internet-lite.html To find out which Home Internet plan will work best for you, use the Data Usage Estimator to get a recommendation based on the amount of time you spend on the most common online content. Please visit this link: https://www.t-mobile.com/support/plans-features/data-estimator ----------------------- For more information how data passes can be added and paid for as well as to troubleshoot some common scenarios. Please visit this link: https://www.t-mobile.com/support/plans-features/data-passes Just a heads up, data passes are NOT eligible for Home Internet plans. BILL CYCLE CHANGE: The best date that we can set up your new bill due is every (NEW DUE DATE) of the month but please know that, you will have two bill in the next cycle once we change the due date. First bill would consist of prorated charge from your old close date up to new close date then second bill would be your normal bill for your new bill cycle. Are we good to change this? BILL CYCLE CHANGE: The best date that we can set up your new bill due is every (NEW DUE DATE) of the month but please know that, you will have two bill in the next cycle once we change the due date. First bill would consist of prorated charge from your old close date up to new close date then second bill would be your normal bill for your new bill cycle. Are we good to change this? Make them Understand I am as eager as you are to have this issue resolved. Please trust that if I can process your request on my end, I would do it in a heartbeat. However, I am hoping you would understand that the system will not allow me to proceed due to... It is my sincere intention to be of help to you. I am sorry for the limited access we have here in our end. We are still committed in assisting you with any way we can here via Messaging. I want to make sure that we have covered everything, do you have other concern that we can work on together? As much as I would love to help you, I'm afraid we only have limited access on our end. I hope you felt my sincerity in helping you out regarding your concern. As much as I would love to help you, I'm afraid the system doesn't allow me to. I hope you felt my sincerity in helping you out regarding your concern. I truly understand your point. If only I can make this happen now, believe me, I will do it in a heartbeat. As much as I would love to help you, however this is beyond my level of access. As much as I would love to help you, however this is beyond my reach. How I wish I could do this for you. I can definitely understand how this would concern you. Please do understand that we are doing our very best to find ways on how to help you with the situation that you are in. However, there are things that we really do not have control of. I am hoping for your utmost understanding and patience with regards to this. If I could just go the extra mile to help you out with this, I could've done it already. I hope you understand. If I could just go the extra mile to help you out with this, I'd do it in a heartbeat. I hope you understand. I know that this may be a sort of a bad news and this is hard for me to let you know that this is our only option, I'd rather hurt you with the truth than make you smile with lies. I wish I could process this for you, however, this is beyond my level of access. I apologize for the limited access we have here on Messaging, I apologize for the limited information we have here on Messaging, How I wish I can. If only I could, I'd do so in a jiffy! However, this is already beyond my level of access and permission. I'm so sorry! I hope you understand this restriction. If only I have the power to do that, believe me, I'll do it in a heartbeat for your ease of mind! However, as much as I'd love to, it's really already outside my level of access and permission. I'm so sorry! I do hope you understand this restriction of mine. ASSURANCE OF HELP: I don't want to miss a thing for you today. I'd hate to miss a thing for you. I want to make sure we've covered everything. I'm here to help you sort things out. Let's get to the bottom of this. I want to make sure we finally get this sorted out. I can definitely help you out with what you need. I would appreciate the opportunity to work together to solve this problem for you today. ACKNOWLEDGEMENT: We appreciate your concern in keeping your account current and understand that you need more time in doing so. We appreciate your concern in keeping your T-Mobile Advantage benefit up to date. I know the need to stay connected with those who matter most. I know the need to stay connected with work, family and friends. I know the need to stay connected with your loved ones. It's great to hear that you wish to activate a new line of service! It's great to hear that you wish to get a new phone through the upgrade program! It's great to hear that you wish to get a new phone through JUMP! I know the need to seamlessly connect to T-Mobile's network everytime. I know how it's convenient to be able to surf the web through your mobile phone especially while on the go. I know how it's a convenience to be able to manage your account online. I know the need to maximize your phone's full potential. I know the need to maximize your service's full potential. I understand how important it is to keep up to date with your account information such as your --. I understand how tight our budgets are these days and would like to save for the rainy days. T-Mobile strives to provide the most affordable rate plans to our valued customers that will tailor-fit your lifestyles but will definitely not break your bank! T-Mobile values your business and strives to provide world class service to each and every customer. I assure you that what happened doesn't represent what we want our customers to experience. Death : Please accept our most heartfelt sympathies for your loss.. Our thoughts are with you and your family during this difficult time. Words seem inadequate to express the sadness we feel about “name of deceased” death. We are here to support you in your grieving process. With sincere sympathy. Sending healing prayers and comforting hugs. I am so sorry for your loss. Upgrade device with past due: 💬 First of all, I want to give you an appreciation for showing interest on having your device upgrade with T-Mobile. As a heads up, upgrading a device incurs some requirements and eligibility. As I did a visual check on your account, I can see that you have a past due balance for $___ . This balance should be paid so that the system will not block us to start the process of the upgrade. Are you able to make a payment right now so we can start the upgrade process?
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