SAVE ATTEMPT:

FOR ALL CANCELLATION REQUEST

Let's start our save attempt using possible resolution offer such as Change product type, Rate plan and add on feature analysis (bill reason) , offer TS,( For network related reason) and so on

Last save attempt will be asking for COR option" Is there any family member/friends who wants to take ownership of your account?.

For highly escalated, repeat contact na galit, death reason - work with urgency we can do effective cancels na

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Cancelling a line is the last thing we want to hear from you but we still respect your decision. No worries you got me here now. Rest assured that I can certainly address your request. If you don't mind me asking, may I know the reason why you would like to cancel this line/account?

It's sad that you have thoughts of removing one of your lines. I understand your concern and you can request for it to be removed from your account. If in case you know someone interested with it, you can just transfer the ownership instead of canceling it.

SAVING SPIELS IF CX WOULD WANT TO SWITCH TO ANOTHER CARRIER OR ASKING FOR A TRANSFER PIN :

It really saddens me to hear that you're switching to another carrier. That's the last thing we wanted to hear from you and we really love to keep you as our valued customer. (moving forward question)

or

That's the last thing we wanted to hear. We would really love to keep you as our valued customer. Any reason why you wanted to end the service? I want to check options for you to make you stay.

or

May I know if your decision in switching is really final? We really want to make you stay here with us, (cx name), is there anything else I can do to make you change your mind?

IF CX SAID “NO MY DECISION IS FINAL, I WILL SWITCH TO ANOTHER CARRIER”

Sure thing, (cx name), I totally understand. Just in case you change your mind and want to get back here with us, I just want to let you know that we will welcome you back here with our arms wide open, alright? You are always welcome to T-Mobile family (only add this if cx shared the reason why they are switching such as poor service -- and rest assured that your feedback will reach our offline team and will make that as a source to improve moving forward.) Are you good with this? Let me now help you get your transfer pin

SAVING SPIEL IF CX WILL CANCEL A LINE:

Do you happen to know if someone in your account planning to get a line soon? I just wanted to check because if we cancel this line and then one of the lines decides to get a line, you would have to add a line which would cost another activation fee. It would save you some money down the road.

Conversion:

Thanks for the details. Checking the cancellation option now. By the way before we proceed, we would just like to let you know that suspending a line temporarily is an option available for you. We can also take the advantage of converting the line to a different line of service.

We can convert this line to a phone line, iPad/tablet line or SYNC up line (for Car Wi Fi device) or a mobile hotspot line, so you can repurpose it and use with a different device. Would you consider this option?