Empathy

• 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 make your time worth it.

-Your loyalty is truly appreciated and I'm sad to hear that you are not feeling the Magenta Love right now. I'd love to work with you to turn thing around. It is really important that you get to receive a value with us. Please give us a chance to make this right for you.

-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.

-We completely understand how challenging life can be right now. Our priority is keeping you connected! And to do that, we’ll make sure your account isn’t impacted by the possibility of any late payments or any service interruptions.

-Your satisfaction is of great importance to us so we'll make sure to address your concern timely and effectively.

I can certainly relate to your situation. I know how important it is for you to get this taken care of.

I understand the urgency of having this concern resolve efficiently. Nothing to worry, I'm here to help you.

I understand that saving some money is very important specially these days. I can certainly relate to your situation. Let's work together and get your concerns taken care of.

I understand the importance of having your service active 24/7 to stay in touch with your love ones. I am also a customer like you and I can certainly relate to your situation.

I understand where you are coming from , but I am here to provide you the best experience. I know we can no longer take back what happened, but we will do the best we to turn around your experience, and I will monitor the account for you to make sure that everything will be good. Is that okay?

I understand how you feel.

I just feel such despair in you when you talk about this.

I can feel the pain you feel.

The world needs to stop when you’re in this much pain.

I wish you didn’t have to go through that.

I wish I could have been with you in that moment.

Oh, wow, that sounds terrible.

That hurts me to hear that.

You are feeling so trapped!

You are making total sense.

No wonder you’re upset.

I’d feel the same way you do in your situation.

You are in a lot of pain here. I can feel it.

It would be great to be free of this.

That must have annoyed you.

That would make me mad too.

That sounds frustrating.

That is very scary.

Well I agree with most of what you’re saying. I would have also been disappointed by that.

That would have hurt my feelings also.

That would make me sad too.

Wow, that must have hurt.

I understand what you’re feeling.

I would have trouble coping with that.

What I admire most about what you’re doing is…

EMPATHY SHOWING WILLINGNESS TO HELP

You’re making total sense.

I’m on your side here.

I totally agree with you.

I support your position here.

You are making total sense.

I wish you didn’t have to go through that.

You are making a lot of sense to me

EMPATHY FOR SPECIFIC EVENT

I know this is a challenging time. I want to do everything to get you taken care of right now.

I'm sorry you have to do this. I know this is a challenging time. Let me do everything I can to keep this as easy as possible for you.

Oh, I'd like to offer my most sincere condolences. I have to run a quick digital validation so you can focus on more important things.

Possible branding before Closing then Close conversation.

I deeply thank you for the kind cooperation and patience. Much appreciated. Rest assured that T-Mobile provides commitment to ensure we can take care everything is regain a great relationship with T-Mobile.