Offline Notepad View raw

Shared snapshot

Shared note

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? 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?

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 will be working for partial suspension status. 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. You can also use messaging application like messenger, whatsup or hangouts to send a message since those application can be use thru wifi. Hope that information helps.

==========

Etong spiels lang din gagamitin for temp checks.

Opening Spiels

Temp Check for underlying concern (to be ask at the middle of your conversation) - While I am working on your account, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today?

Use this spiel for NPS temp check - As we represent T-mobile, we always aim to provide an excellent experience. The way you see T-mobile is the way you see my assistance. I'd like to ask, how was your experience with your T-mobile services so far?

(If yes)- Cool! Customer experience is always the center of our commitment. I hope I was able to positively impact your overall T-Mobile experience. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority!

(If No) - No worries and I understand how you feel. I would like to take this opportunity to turn this experience around and if you don't mind me asking, how else can I be of help and is there anything I can be of service while you have me here?

Use this for mFCR temp check spiel before your recap

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

(If Yes) - Yaaay! I hope you'll remember T-Mobile the way I have handled your concern today,. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority!

(If NO) - No worries and I understand how you feel. I would like to take this opportunity to turn this experience around. May I kindy ask if you have further questions or clarification about your (concern)?

Send SSO Link/ setting proper expectation - Depends on customer concern

T-Mobile Branding (with recap and close)

- Here in T-Mobile we're glad to assist you regarding your ------------- We hope our service and work brought a smile to your face and made your life just a little easier. So happy we were able to help. Have a great rest of your day!

Powerful Closing

- We here in T-Mobile, we are happy to help you resolved your concern today. Thank you and be safe! Bye now!