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SPIELS

OPENING SPIEL Customer just says hi, no issue stated.: Hi! This is Manuel from T-Mobile. How may I help you? Hi! This is Manuel from T-Mobile,

Customer with a Problem Hi! This is Manuel from T-Mobile, I’m here to help. Let’s partner together to get this resolved.

wanting to talk to a manager/supervisor : Hi! This is Manuel from T-Mobile, I’m here to help. May i know the problem and let me help you with your issue

Customer with a basic Inquiry? Hi! This is Manuel from T-Mobile. I’m happy to help take care of your account questions and concerns.

Closing statements: Customer Issue resolved

Closing statement; Awesome! So happy we were able to help. Have a great rest of your day! Manually close the conversation

ACKNOWLEDGMENT

-Billing

i do understand the situation and i know that bills are sometimes confusing to understand, Let me go ahead and check on your account to see what happened on your bill and whats the reason for it being high

THANK YOU SPIELS 📌I appreciate your patience! 📌Thank you for patiently waiting. 📌I appreciate your efforts with me. 📌Thanks for your understanding and patience. 📌Thank you so much! 📌I appreciate that 📌I appreciate your kindness 📌Thanks for your support 📌That's so kind of you! 📌I thank you most warmly! 📌I owe you one 📌Thank you for your patience! 📌It's very kind of you! 📌This means a lot to me 📌Thanks a ton! 📌How can I ever possibly thank you! 📌Grateful for your patience! 📌Thanks a lot!

Welcome SPIELS 📌You're very much welcome! 📌All for you! 📌Glad to help! 📌 The pleasure is all mine! 📌Glad that I could be of assistance 📌 It's my duty! 📌Anything for an amazing customer like you! 📌Anything to make you happy! 📌I'm happy to help such an amazing customer like you! 📌No big deal! 📌Sure thing! 📌Don't mention it!

HOLD TIME

📌Please bear with me a little more. I am checking all the details here further. 📌Your patience is highly appreciated. 📌 I'm still checking your account overview here. I will keep you updated and will let you know if I still need some information. Thank you for your patience, Ben. 📌 By the way, as I check here, may I know how's your day going on so far? Hope you're doing great!

SETUP PAYMEN ARRANGMENT I'd be happy to set you up with a payment arrangement, and I'd love the opportunity to walk you through setting it up on the app. It'll save you time and money every month and the $10 fee. Shall we start?

You can follow these few steps for setting up a payment arrangement on your T-Mobile app:

  1. Open the app and tap BILL.
  2. Tap Set up a Payment Arrangement.
  3. Tap Continue and view the Amount.
  4. Tap Payment Method.
  5. Tap Continue, read the Terms & Conditions and tap Agree & Submit.

HOW TO PAY BILL T-MOBILE APP

  1. Open the T-Mobile app - select the "bill tab at the bottom of the screen
  2. Choose payment amount - to make a payment select "make a payment" and choose the amount
  3. Enter payment method - For the payment method you can enter a card number or your banking information.
  4. Choose processing date - Under "date", you can select a specific date for the payment to process.
  5. Submit payment - If everything looks good, select "Agree and submit"

RESTORE ACCOUNT: (IF CX WANTS TO RESTORE SERVICE WITHOUT ANY PAYMENT)

  1. I understand the need of extra time, especially when there is a unforeseen event occurred. We just don't want you as well to be burdened w/ restore fees piling up, since unless we settle the minimum, service may be suspended again.

  2. I don't want you to feel that I am pushing you with paying the minimum since you're currently trying to catch up with bills until DATE, it's just that as much as we want to (RESTORE OR SET UP A PAYMENT ARRANGEMENT), payment of minimum is needed.

recommendation: What we can recommend for the mean time, you can connect to home Wi-Fi and once ready to pay all minimum on DATE, then we can definitely restore and set a new payment arrangement to keep service. Let me know if you have questions. RESTORE ACCOUNT: (try to collect)

We truly appreciate your full efforts in catching up with the bill. I wanted to help you get the service restored though as we see here your account is 36 days past due and we need to settle a small portion of at least $XX.XX (minimum payment)

By any chance, Is this possible? This will be a great help for us to set up an arrangement to restore your account.

FEATURES No Data: I apologize for the inconvenience this might be causing you. May I know when did you experience this issue? <check service/plan>

BILLING Bill Too High: I appreciate you contacting us today! I understand that bills can be confusing at times. No worries, I can help you with your concern.

Resolution signature line: Rest assured, we have endless options for you here at T-Mobile.

Holding Spiel

Please give me a moment while I check.

I really appreciate you bearing with me; this is taking a little longer than expected. I promise I will get back shortly.

Let me check that for you. For a moment please.

Still checking here in our end the details. Please stay connected.

I'm sorry for the delay, but our systems are going through a scheduled update and I am unable to complete your request at this time. Please contact us again later today or tomorrow morning. I apologize for the inconvenience.

I apologize for the delay. Your time is truly valuable. Please allow me a few more minutes so I can get everything covered for you.

Thanks for bringing this to our attention. I will take this as feedback and suggestion. This will help us greatly on improving and providing the best possible services to our valued customers like you.

I really appreciate you bearing with me; this is taking a little longer than expected. I promise I will get back shortly.

EMPATHY STATEMENTS:

We regret any inconvenience you may have experienced.

I totally understand your frustration, I have been in a similar situation that just really took me down and it was hard to recover. I don't want you to have to deal with that.

Your level of dissatisfaction is completely understandable. I assure that we will take care of your concern at once.

How I wish I can do something to help you but as of the moment what we can do is ____

How I wish I can do something to change your mind.

I understand these issues can be frustrating, especially when it prevents you from staying in touch with work, family and friends. We definitely want to get you back up and going like normal. Let's check on a few things and work towards resolving this issue today.

I perfectly understand your situation. I know how you feel, trust me I'm on your side.

I perfectly understand your situation, if I were in your shoes I would feel the same way. I'll make sure that we'll have everything straightened out for you.

PAYMENT ARRANGEMENT that has 31+ days past due and service is active:

We completely understand that managing our finances can be challenging at times and you actually have the option to settle the bill on the said date if that's the time you can but please know we cannot guarantee on when our services will stay uninterrupted. It only says here that our account may be suspended any time once there's a past due balance in the account so we are encouraging you to settle this as early as you can. We are also looking forward to it as we don't want you to experience partial interruptions on your phone service.

We are sincerely asking for your kind understanding on this one. On top of that, we know you're doing your best to manage all the bills especially for our phone lines which is our way to communicate.

As long as we settle the minimum amount of $XXX on the DATE then we can proceed with setting up a new payment arrangement on our account. With this, we can get the extension that we need for paying the remaining balance on our phone bill. Adding up to that, an existing arrangement well ensure our phone services!

5G has weaker signal than 4G LTE:

I can see in here that 5G is available on outdoor at your area and under enhancement and this is what you are connected for a 5G network.

But nothing to worry, because the LTE 600 signal is so strong, your device should be working indoors on Amazing 4G LTE network.

I highly recommend to reset a manual network selection from your device to be connected on LTE high speed. Your iPhone 13 Pro Max runs amazingly well on our 4G LTE network and will take advantage of our 5G network anywhere it's currently available and while it continues to grow and improve.

Here's the simple steps, Settings > Cellular > Cellular Data Option > Voice & Data >select 4GLTE

Please let me know if there's improvement after doing this on your device.