payment arrangement

I understand that you were previously able to delete your existing payment arrangement while being past due. I'm sorry for any confusion or inconvenience this may have caused. Our policies have changed and we're no longer able to delete payment arrangements in the same way. I know this isn't the news you were hoping for, but I'm here to help you understand and navigate these changes. Let's work together to find a solution that fits your current situation.

====PROBING QUESTIONS===

= ==Temp Check for underlying concern (to be ask at the middle of your conversation) ----- > assumptive closing=== - 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?

====EMPATHY STATEMENT======

For payment arrangement

Fall off - less than 30 days past due (can still set up)

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.

Will I be suspended?

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.

Concern with restoration fee charge.

Yes, the account will be charged $20 per line or a $60 cap for the restoration fee since we weren't able to fulfill the promised arrangement. But you don't have to worry about it that much, as that could be added to your new arrangement, which will give you ample time to settle the balance. It is highly suggested that if you ever have extra bucks, try to settle at least some small amount to lower the bill.

31plus days past due:

Got the account, Cx, and it shows that we can still set up an arrangement on the account; all we have to do is to settle the 31 plus days past due amount of $00.00. Shall we go ahead and proceed in processing the payment?

Customer can pay:

That's perfect! Would you like me to process the payment for you while I am here? Just please note that there will be a $10 processing fee for this. On the other hand, let us save those fees by doing this on your T-Mobile app or website. I can walk you through it. Which one do you prefer?

(Provide Payment SSO if cx wanted to do it on the app or website.)

Customer cannot pay: (Asking for additional PA)

I know this is a tough time right now and appreciate you wanting to settle the amount on the date you have mentioned. Right now, our system does require us to settle the $00.00 amount so we can set up a new arrangement. (Select some other options below and attach them here.)

Account on family plan:

I can see here that the account is currently on a family plan. Is there any option for the other account members to settle the current required past-due balance so we can set up a new arrangement?

IF YES, PROCEED IN PROCESSING THE PAYMENT

IF NO: (Ladex)

I absolutely understand the situation. I took the liberty of checking the account and if ever we may fail paying the account right now, your outgoing services and data will be impacted but the Incoming calls, text will still be intact. At this moment, it would be best to connect to a Wi-Fi either at home or if you can connect to a public Wi-Fi to use data. You can also use some third-party applications like Messenger, WhatsApp, or Hangouts to send a message since those applications can be used via Wi-Fi. Then, once you have enough funds to take care of the account, you can start making the payment. Sounds like a plan?

Use this spiel for NPS temp check -----> to be provided after resolving concern - 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? ===ACKNOWLEDGEMENT STATEMENTS====

==LONG TERM RESOLUTION:==

=======AUTOPAY======

We highly suggest consider our Autopay option in the future to save you from paying any added fees and enjoy our discount instead while lessening your worry about any interruption.// To enroll you into an autopay so you won't miss any payment and it will avoid any service interuption and it will benefit you of a $5 credit per eligible lines.

====CHANGE OF BILL CYCLE===

Or you can consider changing your billing cycle to match the due on your pay date. Would these work for you? // Another option to consider a bill cycle change closer to your most convenient paymet time that would help you save any added fees.

====TO LESSEN THE BILL====

What we can highly suggest to you is to change your rate plan into.// What we can suggest is to change your plan into essentials. 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

===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 should work just fine but no further guarantee though. 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 with data. 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.

Use this for mFCR temp check spiel before your recap -----> to be providing after cx answered nps spiel - 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)? ====RECAP==== Alright, we were able to provide you with the steps on how you can set up a new payment arrangement and we were able to answer your question with your bill.

NBA:

====================================================================

====CLOSING SPIEL==== Awesome! So happy we were able to help. Have a great rest of your day!

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 $to be drafted from your bank account in 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, . 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