OPENING/CLOSING SPIEL

Hi, XXX. Thanks for waiting. This is Berna from T-Mobile, how may I help you?

Hi, XXX! Thanks for waiting. This is Berna from T-Mobile and I’m here to help. Let’s partner together to get this resolved.

Hi, XXX! Thanks for waiting. This is Berna from T-Mobile, I’m happy to help take care of your concern. (move forward statement)

While I access your account, may I ask how is your day going so far?

QUEUEING

Thank you so much for waiting to the queue since you are already connected with me, Please allow me to help you

AFTER OPENING SPIEL

We really appreciate you for letting us know about , XXX. No worries, We will do everything we can to further help you. Just give me a few minutes to check your resources.

Thanks for bringing this concern with regards with the , XXX. No worries, We will do everything we can to further help you.

Just let me go ahead and pull up your account so we can get started, would that be okay?

CLOSING SPIEL

We at T-Mobile is happy that we are able to resolved your concern with (Customer concern). Have a great day, CX! Bye for now!

You are very welcome! Once my old pal told me that kindness is the best gift, we can give to anyone. And I must say thank you to you as well XXX for being kind and nice to me.

My goal is to provide the best customer service experience. We want to make sure we have taken care of all your concerns. Do let me know if we missed anything or if there is anything else we may assist you with?

You have waited patiently for each of my responses and most importantly, you have been so friendly, so thank you once again.

Please do let me know if you have any other unresolved concerns with T-Mobile? I want to make sure that at the end of this chat you are a happy customer.

Aww. Thank you so much. It really means a lot to us. Believe me, you've brightened up my day with sparkling good vibes over the chat.

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

RECAP

We highly appreciate all of your time. No need to contact us back for this as we take care of this today. Thank you for your initiative to contact us today and we will make sure to note this on your account.

We are also glad that we were able to help you by

TEMP CHECK

How things coming up?

While on it, May I know How's your day so far?

Do you have any clarification with this? We just want to make sure that you'll have a great experience with us.

May we know if you have other questions and inquiries that we can help you with? I'm all at your hands today😊

While checking, may we know if there would be anything else that needs to be addressed aside from this?

You are a valued customer and we want to make sure all your issues are resolved. May we know if there is anything else I can assist you with today?

How can we make it better?

To make sure that we are on the same page, are you referring on the line ending XXXX associated with your XXXX.

May we know if you want to know if your line ending XXX associated with your XXX is ?

Can you allow me few minutes to check it for you?

Just bear with me, we are still here with you. We are just making sure to check the reason behind why the promotion were stopped. But you can count on me on this.

We really appreciate you for sharing those details to us. Kindly give me few minutes as I check on this.

Please do not thank me, your happiness is just like reward to me.

We're doing this to show how much we value our customers and bring them closer together. Your satisfaction is important to both me and T-Mobile.

No worries! I am with you on this, let me help you extend the payments for the rest of the balance, and to make sure we will be able to secure your account. Okay?

This isn’t the experience we want you to have at any time. I know it isn't easy to deal with stuff like this and I understand how frustrating it must be. To extend my help, ……. resolution

BAD EXPERIENCE FROM PREVIOUS REP

I hope I was able to make you T-Mobile experience better. As we want to make sure that we were able to redeem our self from all your previous experience.

I am working hand on hand with my support team with your request. Please give me a moment.

Pleasure is all mine, Candace! I apologize that it was not well communicated to you. However, you have my assurance that everything is well set and in place. 👍

3 HITS

TENURED

Anything for you! You got us here so rest assured that you will be fully covered and all set.

We truly appreciate you for staying with us for more than 9 years. You're one of the reason why we always strive for better customer service.

Before we say our goodbyes, we want to know how's your overall experience here at T-Mobile?

Much Appreciated! I'll be sending you a personal guarantee text message with my name for your assurance that everything is already been taken cared of .❤️

If that's everything, I'll go ahead and say my goodbyes for now.

Again this is Berna. So happy we were able to help. Have a great rest of your day!

We can see here that you just joined T-Mobile. Thank you for your ______. We are looking forward for more years!

Thank you so much for that and we truly appreciate your positive feedback. We always want to make sure to deliver great experience here in T-Mobile!

"Thank you for your feedback, CX! T-Mobile is still growing and we are striving to make sure that our customer is satisfied with our service as well as the quality of our customer service.

Can you tell us how we can make your experience better?"

It's my pleasure assisting such a wonderful customer as you,_______! We appreciate your business. Have a wonderful day!