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OPENING SPIEL Hi _____, This is Benj from T-Mobile, how may I help you? Customer just says hi, no issue stated. OPENING SPIEL Hi ______ , this is ______ from T-Mobile, I’m here to help. Let’s partner together to get this resolved. Customer with a Problem OPENING SPIEL "Hi ______, this is _______ from T-Mobile, I’m happy to help take care of _____ for you. (insert your move forward statement) " Customer with a basic Inquiry? Closing spiel Awesome! So happy we were able to help. Have a great rest of your day! Resolve concern Closing Spiel We are happy here at T-Mobile that we are able to resolve your (state the concern here). T-MOBILE BRANDING Closing Spiel I'm delighted! I hope I was able to make you feel how important you are by the service that I have provided you today. If resolve and you want to add so power words TEMP CHECK I can't help but notice that you've been with us for almost/over --- years beginning with Sprint (pag from magenta complete ung cx )! I'd like to take this opportunity and ask, how are you with T-Mobile so far? Send before recap, to check if possible promoter! TEMP CHECK "I am really glad you shared with us your thoughts about T-Mobile! We hope our service and work brought a smile to your face and made your life just a little easier.

Please let us know if there’s anything else we can help you with. I just want to make sure that I did not miss anything for you today." IF YOU SENT "HOW ARE YOU WITH T-MOBILE SO FAR" AND CX FEEDBACK TO T-MO IS VERY SATISFIED TEMP CHECK WITH T-MOBILE BRANDING In fact, the pleasure is all mine, at T-Mobile we are always taught to never shy away from going the extra mile for precious customers like you. V2: IF YOU SENT "HOW ARE YOU WITH T-MOBILE SO FAR" AND CX FEEDBACK TO T-MO IS VERY SATISFIED ESSENTIAL LINKS https://launchpad.t-mobile.com/care PREPAID (INSIDE CITRIX BROWSER ONLY) ESSENTIAL LINKS https://beta.launchpad.t-mobile.com/care ATLAS (INSIDE CITRIX BROWSER ONLY) AAL OFFER SPIELS I would be really mad at myself if I didn't let you know about this sweet deal Celebrate the Recommendation AAL OFFER SPIELS You've been great to work with. Before I forget I wanted to let you know that Celebrate the Recommendation AAL OFFER SPIELS I'm glad we were able to get your issue resolved so quickly! I have more good news too! Did you know Celebrate the Recommendation (CAN BE USED BEFORE SENDING NBA SPIEL FROM ATLAS) BUY TIME While we are working on it would there be anything that you would like to be addressed as well? I would love to maximize the assistance that you can get. Let's make your time worth it. YOU NEED MORE TIME? BUY TIME I'm really glad you brought this up to our attention, I was able to see what caused it and will let you know in a few. Kindly give me additional time to work on it, will that be alright? YOU NEED MORE TIME? BUY TIME You don't have to just stare and you can do things you need to do. I will check back time by time as I work on it. Will that be alright? IF YOU NEES EXTRA TIME... BUY TIME This may take a while as I will personally work on it and it is more of an outside the box. All you need to do is stay connected. I will surely update you here, will that be alright? NEED MORE TIMEEEEEE BUY TIME This may take a few minutes, you may switch tabs and be notified when I am back. I got you on this. NEED MORE TIME, BUT DON'T FORGET TO CHECK BACK WITH CX OVERCOME HESITATION (DURING UPGRADE OR AAL) I think this is a great choice, but it's more important for you to feel good about it. What I can do to help answer question about this <product/service> that might help you make a choice that's right for you? CX WANT MORE INFO OVERCOME HESITATION (DURING UPGRADE OR AAL) One of the awesome things about T-Mobile is that we do offer something for everyone and sometimes having this many options can make it difficult to make a decision. As your expert, I'd like to help make this easier for you so let me ask this - what would you say the two most important device feature/service/factors are to you? THERE IS TOO MANY OPTIONS OVERCOME HESITATION (DURING UPGRADE OR AAL) I hear you! The out-of-pocket cost can vary, and I want to be sure we review your options so that we can find a solution that you feel great about! We have a lot of models and variant that can be easier on your budget. PRICE CONCERNS OVERCOME HESITATION (DURING UPGRADE OR AAL) I totally get needing to check with your spouse/child/family, it's the same way in my house. What I want to make sure is that you don't miss out on this deal/promo. How about we get this order set up now so as not to delay shipping and you can discuss with them? Then, if they decide that don't want it, the good news is you have 20 days from the date you received it to return it. How does that sounds? CX NEED TO ASK SIGNIFICANT OTHER OR FAMILY MEMBER OVERCOME HESITATION (DURING UPGRADE OR AAL) I know you feel going to the store provides better option, but you can avoid the traffic and possible a crowded store and wait times. Plus, sometimes they don't have what you're looking for in stock so they would need to place an order same as I can do for your right now. Why not avoid that hassle and order it with me today? CX WANTS TO BUY IN STORE OVERCOME HESITATION (DURING UPGRADE OR AAL) I can certainly appreciate the desire to get the get value for your buck especially when you're taking advantage of some incredible offers like this one. I want to assure you that by completing this one-time transaction today with the connection charge, you will have the peace of mind knowing that your order is being processed flawlessly, including that promotion that we discussed. Our goal is to make this as easy as possible for you today. UPGRADE/DCC FEE CONCERN AAL TRANSITION SPIEL "- ""I was reviewing your account and see some great tablet promotions you are able to take advantage of. Let's get your account current and make sure you don't miss out on these amazing tablet deals!""

Thank you for giving me the pleasure of assisting you and I'll take care of closing this conversation since we got everything taken resolved.

If you're all set, we'll go ahead and say our goodbyes. Should you have other concerns and what to do the process on your end, you might find this link helpful: (insert SELF-SERVICE LINK) " SEND BEFORE CLOSING SPIEL ESSENTIAL LINKS http://pscoreports.gsm1900.org/Reports/report/Business%20Operations%20Reporting/Sales%20Operations%20Services/Device%20Recovery%20Offer%20Status trade in return (RMA) tool - TO CHECK IF TRADE IN DEVICE IS RECEIVED OR IF IT HAS ANY ISSUE ESSENTIAL LINKS http://pscoreports.gsm1900.org/Reports/Pages/Report.aspx?ItemPath=%2fBusiness+Operations+Reporting%2fPost+Sales+Reports%2fReturns+Reports%2fAIZ+Receipt+Validation+Tool Assurant tool - TO LOCATE DEVICES THAT WAS SENT TO ASSURANT FOR CLAIM PROCESS BILL CURRENT "Thank you for inquiring about your bill, let me explain what happened. Let me first explain how you are billed. You are billed current which means we bill you for the current bill cycle you are in. When you received your bill, it's already calculated for that current bill cycle.

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When you make a change to your rate plan and features in that same billing cycle, any charges that occurred won’t reflect until the next bill. Right now, you are seeing charges for this bill from changes you made last month that we could not bill you for. Moving forward, if you don’t make any changes this month, your bill reflects $$---. Hope this makes sense " CX IS BILLED IN ADVANCE CANCEL Processing your cancellation today will take effect at the end of your billing cycle. This is intended for you to maximize the line since it's paid until the end of this cycle and have enough time to reactivate it back in case you change your mind. FUTURE DATE SPIEL CANCEL May I ask if you know someone who would love to take over the line? It would be such as a waste and there would be another fee for reactivating and /or opening a new line. We can actually transfer this line into a different T-Mobile account for you. SAVE ATTEMPT: COR (CHANGE OF RESPONSIBILITY) CANCEL Have you considered getting a phone or a tablet? In that way, we can convert the line and you won't have to pay for reactivating it? SAVE ATTEMPT: Change product type (not applicable for HINT line) CANCEL I actually went ahead and looked for a cheaper option for you. If you would like, we have a better alternative that would actually cost less, it's $10 in fact! Would you like to know more about it? SAVE ATTEMPT: FOR HSI (Enticing Customer with the Home Internet Back-up plan) CANCEL "It really saddens me to we had to cancel the account but totally understand the reason behind the decision. Rest assured that we have this forwarded and hopefully when things are back to normal, we can have you back as well.

We are wishing you all the best on your other carrier and if ever you decided you get back to us, we will be happy to do so.

For now, Hope we already canceled in your line ending in ----. Wishing you have a great day ahead and take care always! Bye for now! " RECAP - CANCEL CALL ME ON SET I would absolutely love to call you and discuss things regarding your (concern). While prepping up for a call, can you please give me a quick background about the issue so I can check the information you need, and it would be easier for us to further check things out. INSISTING FOR A CALL BETWEEN CHAT CALL ME ON SET While we are an offline team, we are fully equipped to resolve all of your concerns right here. If you prefer to speak with someone directly, you can schedule a callback directly in the app by tapping the phone icon in the upper right-hand corner or dialing 611 on your T-Mobile phone. But what's going on today, how can I help? 1ST CHAT OF CX ASKS FOR A CALL CREDIT "Please trust that I completely understand your predicament and I know that this is not a small amount. I would like to ask for your utmost understanding that credits and adjustments are provided when it is determined that T-Mobile has charged you in error.

Given this situation that we are in, it has been determined that the charge was billed correctly; therefore, we respectfully decline to issue a credit for this charge. " CREDIT ABUSER - TO DECLINE REQUEST "CCP (CONNECT, COLLECT, PROTECT) " Looks like we're a little behind of our payments. Indeed, managing finances can be challenging nowadays. Took the liberty to check the account and our options to keep the account active. To secure the account, we only ask that you pay at least the minimum amount which is $--. Is it possible to do it today? PREVIOUSLY KNOWN AS CWC (COLLECTING WITH COMPASSION)