SCENARIO:

Agent: Hi Jason! This is Vero from T-Mobile. I'm here to help. Let's partner together to get this resolved.

CX : Thank you.

Agent: Thank you for reaching out to T-Mobile. I'll be more than happy to assist you with your concern today. The good news is you’re through to the right person and I’m more than happy to help guide you through the process.

I see. Thanks for letting me know that, Jason! We appreciate you being a valuable customer to T-Mobile. I understand what you feel right now as I know things can sometimes be challenging due to unexpected circumstances as I am also a single mother and being diagnosed with anxiety disorder too last year.

I appreciate you also you wanting to be settled the payment on Thursday. May I know if you can pay your Minimum amounting in $89.82?

CX: I can on Thursday when I get paid. I don't have any money until then. Life has gotten so expensive.

Agent: We really appreciate you to letting me know that you will be able to settled the bill on Thursday. Meanwhile, the best that we can offer is to note your account, so that we can guarantee that once the $89.82 has been settled. You can rest assured that the services will be active on that day. How's does that sound?

CX: I understand.

Agent: Thank you for that Jason! We appreciate you on that. 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 or use wifi calling option on your phone if possible. 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.

CX: I drive for work so I'm on the road six hours a day without wifi. That's why I'm worried about my son not being able to reach me. Thank you for the information.

Agent: We extremely understand how extremely important that your service is restored, especially while you are at work and also monitoring your son. I can relate to this, as also I am working Mom right now. Our goal is to provide a long term resolution. As soon as you are able to catch up with your bill, you can also enroll your account to autopay. This will make your monthly bill lower as you receive a $5 discount per line on your account. This will also avoid late fee. We can guarantee that as soon as the minimum amount has been posted, you can definitely secure an arrangement which will automatically restore the account. Sounds like a plan?

CX: Thank you.

Agent: You're very most welcome Jason!

And also, what can I offer to further extend my help is to check on your account and once I see that the minimum amount that's has been cleared I can make sure that your service will be on by setting up a new payment arrangement.

And if you will consider it in the future, we can definitely look for ways to make your bill more manageable such as changing the rate plan as well as updating your billing due date.

What are your thoughts about this?

CX: Yes if there are any less expensive plans that would be incredibly helpful.

Agent: Sure thing! We can definitely switch your plan to the Essential Savers Plan which cost $5 more affordable and technically has the same features at your current plan. The only difference is it has a limit of only 3 lines max per account.

Also, once we are able to clear the amount past due on the account, we can enroll you to Autopay which can provide a further discount of $5 per line. May I please know, if you can conside this option?

CX: Yes I'd like to do that.

Agent: Perfect! Nothing to worry, as our conversation will be automatically saved and all you need to do once you contact us back is to provide our conversation ID, so we can use it as a reference to determine your request.

Conversation ID: d99ffb27-4831-43ca-b366-97d432d3c6f5

Do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today?

CX: No, that's all for today. Thank you for your help.

Agent: Wonderful! We just wanna make sure that you don't have any concern. By the way, I also reviewed your account, seeing here everything is good, services are well provisioned. Rest assured everything is perfectly set on your account.

Jut a quick recap, what we did is I provide you a helping hand, which is you can enroll to our Autopay. Is there anything else that I can assist you aside from this?

CX: No, all set.

CX: Oh I did just think of something else.

Agent: We here in T-Mobile. We are glas that you are able to provide long term resolution and option on how the account rcan be restored. Thank you and be safe! [Read]

CX: I recently re enrolled full time as a college student. Does T-Mobile offer any student discounts?

Agent: I see. I just wanna make sure that we are on the same page, you are referring to the Project 10 Million which is free 100 GB per month?

CX: Oh, no I just didn't know if there were any discounts on bills for college students.

Agent: I appreciate your interest for that specific academic discount. However at this moment we don't have that promotion but the good thing is Here in T-Mobile we never stops releasing promotions and discounts to our valued customer to take advantages of.

Rest assured that we will post to our website if there's a new releasing promotions discounts. Here at T-Mobile, we periodically provide and review our plans, promotions, discounts and services in an effort to provide our customers with our latest benefits and features. Stay tuned!

How does that sound?

CX: Ok, thank you.

Agent: Alright, Would there be anything else that you have in your mind?

CX: No, have a good rest of your day.

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

SCENARIO:

AGENT: Hi Sheena, This is Khim from T-Mobile, how may I help you?

CX: Hi, Khim! MY bank has no funds yet. Need to create a new payment arrangement.

AGENT: 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.

AGENT: While doing this, May we know the reason for the late payment?

CX: I am swamped. My current card is missing and my bank is issuing me a new card and it will take 7-10 business days.

CX: I am not sure if I can make it on Feb. 5 so thinking if you can delete my arrangement like before.

AGENT: Oh! We really appreciate you for coordinating this matter to us. Keeping your services is our top priority. No worries, let me help you out on it.

CX: I appreciate that!

AGENT: You are welcome! All for a valued customer like you. If you do not mind me asking, May we know when can you settle the total past due?

CX: I need at least 10 business days.

AGENT: Got it! I am checking your account already. 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?

CX: My service is spotty but I contacted someone already and they told me that they're fixing it.

AGENT: That's good to know that they are able to find resolution about your service issue. While working on with your payment arrangement, May I kindly ask if you still experiencing service issue after?

CX: The rep told me that I just need to connect to wifi for the mean time. so I have not checked if the cellular service alone will suffice.

AGENT: Oh! I see, I can check the status of your area and the ticket as well. I hope it will resolve ASAP.

CX: sure! Can I create the arrangement now?

AGENT: I appreciate you for giving me enough time, it does show an existing payment arrangement for the balance of $121.27 to be drafted from your bank account on 02/05. I’m glad we were able to secure this option for you.

AGENT: Great news! 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. Sounds like a plan?

CX: Okay. What about my service? You see, my account got suspended before and I had to pay $40. I don't think I have the extra funds when I get suspended.

AGENT: I completely understand you, Sheena. 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.

AGENT: 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?

CX: I am just waiting for my phones to be paid off so I have no problem with my bill. I am worried that if my arrangement is done, my service will be disconnected.

CX: Is there any way for you to remove the fees so in case it will be added in my next bill, you got this covered already?

CX: I am a loyal customer for 5 years

AGENT: Keeping your services is our top priority to maintain and we appreciate you for being a loyal customer for 5 years already.

CX: thank you!

AGENT: You are welcome! As your representative today. 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)

AGENT: It's great to know that your device installment is almost done, it will help us to lower down your bill. What I kindly suggest as well is to enroll your account with Auto pay to have $5 discount per line, once your account is current already.

AGENT: Do you want to here more about options to keep your bill lower?

CX: My rate plan is fine but once I keep up with my bills, I will be able to enroll on auto pay. When will I get suspended? Is it going to be on Feb. 5?

AGENT: Yes that is correct, once your account is current. You can enroll your account with auto pay. For future reference you can use this link for it.

https://www.t-mobile.com/support/account/autopay [Read]

AGENT: Regarding with your account services, to be honest with you. We do not have an exact time and date that it will be interrupted. If we cannot settle a payment on 02/05, it doesn't mean that it will be interrupted immediately.

What I kindly suggest is to make small payments before the current payment arrangement will be remove by the system. In that way, you can catch up with your bill as well. Sounds good?

CX: Okay so when will my arrangement be removed by the system?

AGENT: That is a good question! The payment arrangement will be remove by the system. It means that we do not know, when exactly your payment arrangement will be remove. But once it was remove by the system you will receive a notification for it. What I kindly suggest is to check your app time to time as well.

AGENT: May I kindly ask if you have further questions or clarification for it?

CX: Okay.

CX: no questions

AGENT: Got it! No worries, your services are still active, since there is an active payment arrangement. Once you have funds, you can do small payments until the amount is covered.

AGENT: What I kindly suggest is to make small payments before the current payment arrangement will be remove by the system. In that way, you can catch up with your bill as well. Sounds good?

AGENT: Kindly disregard the 2nd message, it was sent in error.

AGENT: 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?

CX: It's fine. So far, everything is okay with my bill it's just that I have no funds since my card was missing.

AGENT: No worries, I understand how you feel about your account. What I guarantee to you that your account are still active and once your card is available you can make manual payment instead.

AGENT: 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!

CX: will do that

AGENT: Here in T-Mobile we're glad to assist you regarding your payment arrangement. 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!