STEP 1: Always ACKNOWLEDGE the customers concern and provide an ASSURANCE of help
Suggested acknowledgement:
-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. 

Sample Move forward or Effective probing question:

While doing this, If you do not mind me asking, May we know when can you settle the total past due? 

While doing this, May we know the reason for the late payment?

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.
 
Suggested Education:
-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
Sample1:

-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
 
 
STEP 4: MOVE: Provide a long-term resolution
Question that you NEED to ask before looking for a long-term solution:
>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 – Customer mention that they forgot the due date or Customer have challenges in paying their high bill (Auto pay discount)

-Bill cycle change – If they mention that their pay day is before the accounts due date. (ALWAYS CHECK IF IT IS ALREADY REQUESTED BEFORE)

-Rate plan change - Customer have challenges in paying their high bill offer a lower rate plan and once cx have recover with their financial capacity advise we can return the previous plan (If not Grandfathered) Note: this will take effect Next bill cycle

-Removal of other paid features – If the customer is not using it on a daily basis advise we can also add it back (If the feature does not have specific requirements)

-Check for EIP that will end or can be paid off early – This will lower their monthly bill and highlight if the device have an active phone promotion it will further help to lower the bill

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Scenario: Active PA, No minimum balance

We really want to thank you in advance for the payment next week, Absolutely got you there, Shane. 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

I have checked the account and can absolutely see here that you can still set up a new payment arrangement on the account. We just need to wait for the current payment arrangement to be removed automatically by the system, which may happen anytime upon missing the arrangement date. Sounds like a plan?


That is good question, To be honest, there is a possibility that the service may get disconnected, but the good thing about it is that once you set up a new one, your service will be restored. Your current arrangement is what keeps the account active, so it's highly recommended to keep it as it is and just check the T-Mobile App from time to time to see if it's ready to set up a new arrangement

The good thing is we still have the option to create a new arrangement to secure your service, Amazing right?

The best thing is after the arrangement fall off you can set up a new one on the same day without a payment, and the new arrangement will secure you service,

Did we take care of your reasons for reaching out today completely?


The auto pay discount will be available once we have cleared the new payment arrangement that you are going to set up, Simple use this link "AUTOPAY" to activate it and it will show on your next bill cycle.
If you have other question kindly let me know?

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