Opening Spiels

• If kyuwing use this spiel*

  • Hi ! This is Karla from T-Mobile. I'm Here to help. We appreciate your patience in waiting to be connected. Let's partner together to get this resolved.

• Customer just says hi, no issue stated.*

  • Hi ! This is Karla from T-Mobile, how may I help you?

• Customer with a Problem -Hi ! This is Karla from T-Mobile, I’m here to help. Let’s partner together to get this resolved.

• Customer with a basic Inquiry? * - Hi ! This is Karla from T-Mobile, I’m happy to help take care of --- for you. (move forward statement)

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 kindly 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 concern xxxx for you. 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 at T-Mobile are happy to help you resolve your concern today. Thank you and be safe! Bye now!