SPIELS

HI THIS IS PAOLO FROM TMOBILE ONE OF THE SUPPORTS HERE AM I SPEAKING WITH ----? THANK YOU FOR THAT, SO FOR U TO ASSIST YOU, WOULD IT BE POSSIBLE TO CLOSE THE CHAT AND SEND US A NEW MESSAGE BECAUSE THERE HAS BEEN AN ERROR ON OUR END AND WE CANT SEE YOUR MESSAGE?

Customer just says hi, no issue stated.

Hi! This is Paolo from T-Mobile. How may I help you?

Customer with a Problem

Hi! This is Paolo from T-Mobile, I’m here to help. Let’s partner together to get this resolved.

Customer with a basic Inquiry?

Hi! This is Paolo from T-Mobile. I’m happy to help take care of your account questions and concerns.

Closing statements: Customer Issue resolved

Awesome! So happy we were able to help. Have a great rest of your day!

BILL SPIEL

📌 I understand you're confused regarding on why your bill has exceeded your expectations, I'm happy to provide the breakdowns of your bill. Let’s partner together to get this resolved. Can you please give me a minute or 2 to pull up your account?

ERA STATEMENT

📌 I understand what you are going through. If I am in your situation I'll be mad or frustrated as well. Thank you for letting us know about the issues. Don't you worry I can become your partner to resolve this issue. Shall we proceed?

AUTOPAY SPIEL (with cx using credit card and wanted alternatives)

📌 Thank you for your patience Cx, upon checking here, an alternative that we could use is T-Mobile money, since it has a ton of benefits besides keeping your autopay discount, you also get $250k worth of insurance for no extra cost! Would you be interested in this Cx?

PAYMENT ARRANGEMENTS (CX Dues date arrangement end)

📌 Thank you for your patience Cx, so for this, we have two options, first is that you still have the option to pay the arrangement a couple of days after the due date, or, what we can do is that we can wait for the arrangement to end, this way your lines would be suspended but no worries, all you need to do is to set a new arrangement up to get it back on immediately! The only caveat is that there would be a $20 restore fee per line + taxes. Would this be okay with you Cx?

AUTO PAY NO DISCOUNT FOR CREDIT

📌 Hello Cx, Due to some changes in policies, the $5 discount through payment in credit card is not applicable anymore. However, this still applies in some mode of payments such as debit cards, bank and in T-Mobile credits. The best thing I could advise you is to choose another mode of payment. If you want to avail the discount, I can walk you through the mode of payment that you have chosen, Will it be alright with you?

📌 Thank you for your patience Cx, upon checking here, an alternative that we could use is T-Mobile money, since it has a ton of benefits besides keeping your autopay discount, you also get $250k worth of insurance for no extra cost! Would you be interested in this Cx?

SAVE ATTEMPTS

Cancel A Line Save Attempt (Troubleshoot)

📌 Before we finalize the cancellation request for the line, are you having issues with the service which make you decide to cancel the line? We can definitely try some troubleshooting steps, if so.

Cancel A Line Save Attempt (Future Offers)

📌 Before we finalize the cancellation request for the line, is there any chance that you'll be adding a new line or upgrading sometime soon? To be eligible for some offers that require [New Line Activation], you should have no [Cancelled Line within 90 days] prior to taking advantage of the promotion.

Cancel A Line Save Attempt (COR / Port-out)

📌 By any chance the user discussed bringing the Mobile Number with him/her to another carrier or another T-Mobile Account? If so, the line should remain active until the transfer is completed.

Cancel A Line Save Attempt (COR Home Internet)

📌 By any chance, do you have family members / friends in the same household who would like to take over the line? T-Mobile Home Internet service is currently being offered to limited customers only. Once cancelled, you may not be able to immediately activate one if needed unless there's sufficient slot in the area.

Cancel A Line Save Attempt (Lower Bill)

📌 I know that we are currently looking for ways to get some help about the monthly bill due to the service issue. Would you like to check for other options we might have rather than cancelling the line?

📌 It looks like your billing has been consistent in the last few months. I can look over everything to make sure you’re set up with the features you need but are still within your budget every month. Is that something you’d like to explore?

Cancel a Line Save Attempt (Device Charge Connection)

📌 By any chance do you have a future plan to add a tablet line or watch line? We can definitely change your voice line into MI or Watch line instead of cancelling it. We can save activation fees and hassles in this option, if so.

Cancel Home Internet

📌 Canceling and Returning the T-Mobile Internet device does not incur penalty nor early termination fee whatsoever. However, if you will not return the Device within 30 days from the requested Cancellation date, you will be charged for Non-Return Fee.

Cancel Spiel (Final)

📌 While we hate to see you go, we wish you well and please keep us in mind for your communications needs in the future!

📌 Since you're planning to switch over, I bet you would want to use the devices with other service providers. For you to do that, you will have to unlock the devices first. You can go to this link for complete guide: https://support.t-mobile.com/docs/DOC-1588

📌 If you wish to keep your T-Mobile numbers to another service provider, you can do port-out. The process is initiated with your new service provider. You just have to keep this line active first and ask them(new service provider) that you'll be doing port-in.

Add A Line Flow:

📌 I'm delighted to know that you're interested in adding a new voice line to your T-Mobile account! It's my pleasure to review your account and explore any exciting offers that may be available to you.

Looking for a new phone: Offer device promo using this spiel:

📌 Great news! As a valued T-Mobile customer, we have an exciting offer just for you. When you choose to get a phone under our installment plan and activate a voice line, you can enjoy a free or discounted phone (insert promotion) via monthly credits. This means you can have the latest, high-quality phone without straining your budget. How does that sound?

If no device but with BOGO Line offer:

📌 Alright! We have an exclusive deal tailored just for you. When you activate a new line with us, you'll receive a second new line absolutely free. This incredible offer is made possible through monthly bill credits. What's even better is that you can keep the free line for future use whenever you have a friend or family member who wants to join T-Mobile. By adding someone to your account, you'll be able to split the cost of your plan among more people, resulting in a reduced charge per line. Isn't that amazing?

EMPATHY

📌 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.

Empathy statement for customer who is looking to lower the bill:

📌 I completely understand that managing your expenses is important, and we want to help you find the best plan that fits your needs and budget. Let's take a look at your current plan and see if there are any adjustments we can make to lower your monthly bill without compromising the services you rely on."

Empathy statement for customer who can't settle the bill on time:

📌 I'm sorry to hear that you're having trouble settling your bill on time. I understand that unexpected circumstances can arise and impact your ability to make payments, and we want to do what we can to help you get back on track. Let's work together to find a solution that works for you and your situation.

Empathy statement for customer that was misinformed:

📌 I'm sorry to hear that you were given incorrect information by one of our representatives. We want to make sure that you have all the correct information you need to make informed decisions about your account. Rest assured, we'll do our best to address this issue and make things right. Thank you for bringing this to our attention and allowing us the opportunity to assist you in resolving this matter.

Empathy statement for a customer that experience the issue multiple time:

📌 I'm sorry to hear that you've experienced this issue multiple times, and I completely understand your frustration. I want to assure you that we take this matter seriously and we're committed to resolving it for you once and for all. We appreciate your patience and loyalty as we work to get this sorted out. Please know that we're here to support you every step of the way, and we'll do our best to ensure that this doesn't happen again in the future.

Empathy for network issue/troubleshooting:

📌 I understand how you feel, Customer. Rest assured that we are taking your concerns seriously and working to resolve the issue as quickly as possible. We value your loyalty to T-Mobile, and we want to ensure that you receive the excellent service you deserve. We will file a ticket complaint to our Advance/Engineering team to isolate and fix the problem. Thank you for bringing this to our attention, and please let us know if there is anything else we can do to assist you.

Empathy for customer who's having a hard time:

📌 You are most welcome, Customer! I know how tough life can be right now during this difficult time but I believe that everything will be alright eventually.

ASSURANCE OF HELP:

📌 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.

📌 I know how alarming it is to receive a bill that is higher than the amount you were expecting . No worries as I got your back. I am here to make sure that this gets straightened out for you.

UNAUTHENTICATED CUSTOMER:

📌 We apologize for any frustration this may cause, but verifying your account is a necessary step to ensure the security of your information.

📌 Here in messaging, if we are unable to verify your account online, we may need to refer you to the nearest store to complete the verification process in person. This is to ensure that your account remains secure and your personal information is protected.

📌 We understand that visiting a store may be inconvenient, but our priority is to keep your account safe and secure. Our team at the store will be happy to assist you with the verification process and any other concerns you may have. I'm sorry to hear that you're feeling frustrated. I completely understand how miscommunications can lead to confusion and inconvenience. It's not the experience that we want our customers to have.

📌 Rest assured, we're here to help you resolve this matter. We apologize for any inconvenience caused by the miscommunication regarding the pro-rated billing.

📌 We can certainly set up a follow-up for the next bill to manually prorate it. Just to confirm, are you okay with having the follow-up set up? We're committed to making things right for you, and we appreciate your patience as we work to resolve this issue in the best possible way.

BUY TIME spiel:

📌 Thank you for your patience, I am currently reviewing your account and kindly request for your continued understanding.

📌 I apologize for the delay, I am still awaiting a response from our higher support team regarding your request, and appreciate your continued patience.

📌 Apologies for the inconvenience, I encountered an error on my system which necessitates a restart, but rest assured I am checking on your concern/request and will get back to you shortly.

📌 We are currently reviewing your account to explore all available options to assist you, thank you for your patience.

📌 We are still actively reviewing your account in order to provide you with further assistance, thank you for your understanding.

BUY TIME with strong assurance:

📌 We understand that you have some concerns regarding your account, and we want to assure you that we are here to help. Let me review your account to gather all the necessary information and find the best possible solution for you.

📌 We appreciate your patience. I'm currently working diligently to assess your account and address any issues you may be facing. We want to ensure that we provide you with accurate information and a resolution that will meet your needs.

📌 Thank you for bringing this to our attention. We want to make sure we fully understand your situation, so we are taking the time to thoroughly review your account. Our goal is to provide you with an accurate resolution that will leave you satisfied with our service.

📌 We appreciate your inquiry. Rest assured, I am carefully examining your account to gain a complete understanding of your concerns. We aim to provide you with a solution that meets your expectations and resolves any issues you may have encountered.

📌 Thank you for your patience while we investigate your account. We are committed to delivering accurate and effective solutions. We are reviewing all the necessary details to ensure we provide you with the best possible assistance and resolution.

📌 We want to assure you that we are taking your concerns seriously. I am currently conducting a thorough review of your account to better understand the situation. We are committed to finding a resolution that will satisfy your needs and ensure your satisfaction.

📌 We appreciate your trust in us. I am actively reviewing your account to gather all the necessary information to assist you further. We want to make sure we provide you with accurate and reliable solutions that will resolve any issues you may be experiencing.

📌 We understand the importance of your concerns, and I am working diligently to review your account. We want to ensure that we provide you with a resolution that not only meets your needs but also leaves you feeling satisfied with our service.

📌 We appreciate your patience during this process. I am currently reviewing your account to thoroughly understand your situation. We are committed to providing you with an accurate resolution that will address your concerns and leave you with a positive experience.

📌 We are currently conducting a detailed account review to better assist you. Our aim is to provide you with an accurate and satisfactory resolution that meets your expectations. We appreciate your understanding and cooperation. (Back order iPhone)Just to share how our device preorder works, we process it based on who placed the order first and it's normal for you to see the status as backordered since this is a pre order process. The latest update we received for you estimated shipping date would be between (Date) to (Date) .Once it's ready to ship, we will proactively notify you via a free text message and/or email regarding your Tracking Number.

TROUBLESHOOTING QUESTIONS

https://c2.t-mobile.com/devices/network/network-troubleshooting-probing-questions

S-D-L

Situation : What is happening?

📌 I am sorry to hear that you are having some technical concerns today. Can you tell me more about what’s not working? (Customer clarifies that they have no data)

📌 Do you know what happens when you try to use Wi-Fi? Does the internet still work?

📌 Do you get any error messages when this happens?

📌 At the top of the device, do you see signal? How many bars?

📌 Do you see 2G, LTE or 5G at the top of the device?

If on Wi-Fi,

📌 How many bars of Wi-Fi Signal do you have?

📌 Does this only happen when you are on Wi-Fi?

📌 Does this only happen on 1 device or multiple?

📌 Does this happen only with Android? Or also on iPhones?

Duration : When and how long?

📌 Can you tell me when this started?

📌 Can you tell me when the last time you were able to use data with no issues?

📌 Since this issue started, has it been like this 100% of the time or has it started working and stopped?

📌 Has this ever worked for you? If so, do you remember when that was?

Location : Where is the issue occurring?

📌 Does this happen everywhere you go?

📌 Is this specific to 1 or a few areas?

• If yes, get the address.

📌 Do you know a location where this does work for you?

• (within 7-10 miles)

📌 Does this happen when you are inside?

• If inside, what floor does this issue happen on? - Basement, 1st floor, 2nd floor
• What type of building is it? - Wood Construction - Metal Building - Apartment Complex

📌 Does this happen when you are outside?

FALL OFF

📌 We appreciate you catching up with your bill and wanting to extend your payment further. The best recommendation we could make is to leave the arrangement as it is. Should you miss the arrangement it doesn't necessarily mean that it will fail right away. If you can settle the arrangement before it fails it will still count towards the agreement and let you continue the arrangement.

📌 Should the arrangement fall off and account gets suspended you can set up a new one which will restore the account. This may incur restore fee charges of $20.00/line up to max $60.00/account ( per instance regardless of how many lines) however, there are different ways that we can recommend to help you save these possible charges. Would you like us to discuss this options?

📌 Thank you for your patience! So we do have an offer for the iPhone 14 Pro Max and you can get $830 for it if you trade-in your iPhone 11 Pro Max.

📌 Normally, you would only get $220 for the trade-in, but due to the promotion, it gets boosted to $830! The $220 of it however, would be credited to your bill and then remaining, which would be at $610, would be divided by 24 months. So the estimated quote without taxes yet, would be at $0 down with a monthly of $20.42 with the promo. Would this interest you Cx?

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.

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!

BUY 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!

PAYMENT ARRANGEMENT HANDLING

STEP 1: Always ACKNOWLEDGE the customers concern and provide an ASSURANCE of help

📌 We absolutely understand needing some additional time to pay. I want to make sure you stay connected and I’m happy to review your account and determine what options we have available.

While doing this, do you have any amount that you can settle today to lower down the bill?

STEP 2: Perform a VISUAL AUDIT of the customer’s account and EDUCATE the customer on the existing payment arrangement.

📌 It does show an existing payment arrangement for the balance of $XXX to be drafted from your bank account in XX days. I’m glad we were able to secure this option for you.

STEP 3: EDUCATE / HELP THE CX on the bill - Own the No

Example 1 NEW

📌 Absolutely got you there, CX. I recommend keeping the payment arrangement in place to avoid service interruption and getting additional fees such as restore fee charges of $20.00/line up to max $60.00/account (Tax not included/One Time-Charge). I also want to make sure you are not running into your next bill which will create a larger payment amount later if we delay. How about we check for some options in lowering the bill?

Or not to pry, may I know our challenges in keeping up with the payment? I will look for options in giving you a long term resolution so you'd be able to enjoy your services moving forward without any worries for interruption.

📌 Check for Autopay 📌

📌 Bill cycle change 📌

📌 Rate plan change 📌

📌 Removal of other paid features 📌

📌 Check for EIP that will end or can be paid off early 📌

STEP 4: MOVE the call forward SET EXPECTATIONS

📌 Customer, I am happy to note your account of our discussion today and your commitment to pay on _____ To recap, we have you scheduled for the amount of $XXX to be drafted/Paid from your bank/card account in ___ days. Don’t forget that you can always review your payment arrangement details online on the T-Mobile web or app at your convenience

FOR PAST DUE FOR MORE THAN 31 DAYS

📌 Thank you for giving me the opportunity to find the best resolution. While I look at your account and the available options, can you let me know what you are able to pay today?

📌 The most important thing is that we have a resolution that works for both today and the long term for you. For us to set new Payment arrangement the system requires the account to settle at least the minimum payment of

📌 I understand that having service is important and I want to do everything I can to help. If you can get $XX paid, the system will give us an option to set up a payment arrangement and restore the service, will this work for you?

3rd Party App

📌 There is a possibility that the account service could be interrupted but checking here only the outgoing services will not work for the time being. At most, incoming calls and text should work just fine but no further guarantee though. Do you perhaps have an option to connect to Wifi? Cause if yes, especially if you have it at home, you can also make use of that for the time being to connect with data or use Wifi calling option on your phone if possible. You can also use messaging application like messenger, Whatsapp or hangouts to send a message since those application can be use thru Wifi. Hope that information helps.