Cancellation: For Cancellation, we have a different department that would handle that. The best thing I can highly advise for you here is to bring this up with our Loyalty Department through the phone, at this number: 1.800.921.8101, they can best assist you further on this. Here's what I can do to help you with the cancellation. I am going to put a comprehensive notation on your account regarding the desire to cancel the service as initial process. Then to complete the cancellation process, you will need to reach our Cancellation department at this number 1-800-921-8101 or you may visit this link to schedule a callback: https://frontier.com/resources/cancel-service. Rest assured, our Cancellation department will be able to fully cancel your account. In as much as I want to help you with your concern, we are not allowed to cancel any services in our department. Don't worry, we have our specialist who can help you cancel the service. You can reach them through this number 1-800-921-8101, rest assured that they will assist you further with your concern. I truly do understand your preference for a canceling of service here in chat. I would just like to share with you that cancel of account requires high level of verification which is done over the phone since canceling of account is a permanent action to fully disconnect your service. Thus the need to reach their number for our Retention team dedicated for disconnecting services. I will be providing it to you in a while. ( Cx disconnects first if number is provided ahead) But since you have me here now, I can certainly check the best date to cancel your service, if ever you have any early termination fees or none, then we can also discuss how your final bill would be and set the request for your cancellation and notate your request as well to back you up when you call in so you can be assisted right away. Shall we go ahead and pull up your account? I am saddened with your thought of canceling your service. I am more than willing to work with you in checking your current service and bill. Let's check some options and if the option does not meet your needs and budget, I will then provide you the number of our Cancellation Team. You are most welcome. Just a quick recap, you contacted us today because you wanted to cancel your service. To help you within my scope, I provided you a contact number to our specialist who can help you cancel your service. Please know that my utmost goal is to ensure your satisfaction. Have I resolved the reason for your chat today? We appreciate your business and hope you will consider us for services again in the future. Recap scripts: • To make sure I got everything covered, • Just a quick recap, we’ve discussed your bill and clarified that there were no balance due and it will be generated every 2nd of the month. • Let me go back to the reason of this chat and make sure we handle everything Router Fee: Frontier charges you a monthly lease fee for your Frontier router or modem—whether you use it or not. Any time you choose to upgrade your Frontier service and need a new router or modem, it will be covered by your service fee. Technically, yes you can use your own router however, using your own internet equipment instead of the provided Frontier modem and router means you'll lose out on technical support and other benefits. And also, you still can't avoid the router fee cause it's part of your package. The Frontier Wi-Fi Router is Frontier approved equipment to be used with our Internet service and specifically designed to work with Frontier’s Network. Upon installation of Frontier Internet Service every customer will receive a Frontier Wi-Fi Router regardless of Technician Installation or Self Installation. After the successful installation of Internet service, customers may choose to attach a Third-Party router. Frontier will not support or repair non-Frontier routers. The removal of the router fee on your bill will take effect on 20th of December, should you wish to use your own router. As of now, the router fee will still show on your bill since this is part of your package. The router fee or charge is being itemized individually as shown on your bill but technically this is part of your package. It is only shown as an itemized individual charge on your bill. But again this is part of your package. Second Connect: Second Connect is a High-Speed Internet service that delivers additional bandwidth with a dedicated Wi-Fi connection. It combines 2 High-Speed Internet connections and 2 Wi-Fi Routers in a home so that Internet usage can be split between the 2 connections to allow for more bandwidth. Second Connect may be a great fit for you and your family. While sharing is often great, sharing your internet is not for everyone. Second Connect is a separate High Speed Internet service in your home which means that you would have a personal and dedicated High Speed internet connection that you would not have to share with other family members. $15.99/monthly with Wi-Fi router leasing fee for only $3.99/monthly instead for $10/month. The good thing having second connection in your home, is it could increase your bandwidth connection. Second Connect may be a great fit for you and your family. While sharing is often great, sharing your internet is not for everyone. Second Connect is a separate High Speed Internet service in your home which means that you would have a personal and dedicated High Speed internet connection that you would not have to share with other family members. LATE PAYMENT FEE SPIEL: All customers that missed the payment on the due date are charged with a late payment fee. We can help set you up for autopay. In that way, you wouldn’t have to worry about paying your bill since it will be taken from your account every month. You may check your bill by visiting our website at Frontier.com (Probe: Last payment date and mode of payment) PAYMENT I can help you submit a one-time payment today! We offer several ways for you to pay your bill, and I highly recommend registering on Frontier.com and enrolling in auto pay for a convenient payment method at no additional cost to you, and I can help with that! If you prefer to submit a one-time payment with a consultant such as myself, just a heads up that a convenience fee applies. If you're having trouble paying through your Frontier online account, you can pay through our Express Pay. With this, you will need your Frontier Account number and PIN which can be found on the first page of your bill. You may visit this link to pay via Express Pay: https://frontier.com/billpay/expresspay. This has no charge/fee. If you are close to the deadline, we recommend that you pay using our automated phone line. There is a 3.50 fee, but it posts the same day for faster restoration. The number is 800-801-6652 and you'll need your 17 digit account #. We offer several ways for you to pay your bill. What I recommend here is pay using our automated phone line. This has no charge/fee. Good thing about this is that, your payment will be posted real time in your account. The number is 800-801-6652 and you'll need your 17 digit account #. VISA CARD Thank you for your patience! Here are the steps on how your can get your gift card: 1. If you have questions about your gift card, you can visit this website https://internet.frontier.com/redemptions/ 2. If you wish to contact someone regarding the gift card, you can send email to FrontierRedemptions@redventures.com for assistance. 3. If you wish to call them, you can contact this number 866.572.2779. TECH FEE The tech installation fee is actually $140. This will serve as a salary for our tech who will come to install the service in your house, and do some work around on our offline wire center. Since you are a new customer, I'm giving you a big discount and you will pay only $75 for the tech fee. If you want, we can divide the tech fee into 3 installments for $25 for 3 months. PAPERLESS BILLING AND AUTOPAY Let’s set you up for Paperless Billing and Autopay today. You won’t have to worry about sending in a check every month or logging into your account to see how much you owe. Would you like your secure monthly payments to be withdrawn from your bank account or credit card? Let’s set you up for Paperless Billing and Autopay today. You won’t have to worry about sending in a check every month or logging into your account to see how much you owe. Would you like your secure monthly payments to be withdrawn from your bank account or credit card? I’m going to read you an authorization paragraph and will ask you to verbally acknowledge your agreement. Here is a link (URL) to our full Terms & Conditions document https://frontier.com/payment-terms. Let me know if you would like a moment to familiarize yourself with the Terms and Conditions. Your Authorization: "By choosing debit card or ACH (echeck) as your method of payment, as applicable, you agree that: (a) you have been provided a link to the full Terms & Conditions, and agree to these Terms and Conditions, and that this agreement constitutes a "writing signed by you" under any applicable law or regulation and (b) you authorize Frontier (or its agent) to initiate one or more ACH debit entries (withdrawals) and you authorize the financial institution that holds your bank account to deduct such payments, in the amounts and frequency designated in your then-current payment plan. If choosing debit or credit card as your method of payment, you authorize Frontier (or its agent) to charge your card. *** CANCEL SERVICE AND FINAL BILL SCRIPTING *** I actually have a very good news for you! It shows here that your service was already disconnected. Let me explain further. Here in Frontier, after a service is disconnected - a customer will receive two final bills. The two final bills will reflect all the necessary credits and adjustments to your bill. We have to wait on the final bill. Rest assured, all the necessary credits and adjustments will show on the final bill if there is any. ( We do not promise a credit here ) Frontier's services are billed one full month in advance. When cancelling TV and/or Internet service subscriptions, final month charges and any early termination fees will be effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed service subscriptions. Thank you, Frontier Communications. 500/500 You qualify for Internet service. For only $53.98 per month before taxes and fees, this will give you 500/500 high speed internet. There is a one time tech installation fee of $75, or we can divide the tech installation fee into three payments at $25 per month. Let's sign you up for that. REFER CHURVAH The best thing I can highly advise for you here is to bring this up with our specialist through the phone, at this number: 1.800.921.8101, they can best assist you further on this. INSTALLATION CHURVAH There is a one time Tech installation fee of $75 or we can divide it into three installments at $25 each month. Would you like one time or installment? With any speed 200M or faster, a technician will need to assess what equipment is needed in your home. Most likely we will need to add new cabling from your Optical Network Terminal to the router. BILLING CONCERN I understand that you are contacting us today because you have a billing concern. I'll be happy to help. Let me take a look at your bill and see what these charges are for. Please bear with me for a minute while I review this. Thank you, , for providing that information. Please bear with me for one moment while I review your bill and see what's going on. PITCH BB Great news! You qualify for 70M/3M Internet for only $54.99 per month before taxes and other fees then there is one time installation fee of $40. This will allow you to stream videos, and enjoy your online activities. Let's sign you up for this! HOA As an overview of our chat today, I have understood your concern(concern), but after pulling up the account, it is with Home Owners Association thus I cannot go further. To help you within my scope, I advised you to get in touch at this number: 844-660-0648 regarding your concern for further assistance. Is there anything else I can help you with? DISH Line: 1-855-480-4897 VISA GIFT CARD Thank you for your patience! Here are the steps on how your can get your gift card: 1. If you have questions about your gift card, you can visit this website https://internet.frontier.com/redemptions/ 2. If you wish to contact someone regarding the gift card, you can send email to FrontierRedemptions@redventures.com for assistance. 3. If you wish to call them, you can contact this number 866.572.2779. EXPIRED PROMOTION: •Thank you for bringing this up! I just want to let you know that you're having the best service with us. The promotional prices are discounts that will end. Every customer has the opportunity to have this service and now will be the time to give opportunities to others as well. •I'm a customer too, I know exactly how it feels of having financial concerns. Don’t worry, you have me on the line to find perfect package based on your needs. Mr. Customer, when you signed up before as a new customer, you also availed the acquisition pricing. Our existing customers will have a different pricing than new customers. Since you are an existing customer now, your pricing or promotion is different. If you still want to lower your bill and get the cheapest deal as possible, you can reach our Loyalty department at this number. REFLECTION / PARAPHRASING = I will make sure this will be the last time you will be chatting on the issue. CLOSING IR = Would you say that you are overall very satisfied with the way I handle your issues today? I’m happy to know that! And before I let you go, based on your interaction with ME today, how likely are you to recommend Frontier to your friends and families? If customer’s response is positive, Thanks for the wonderful feedback! It has been a pleasure chatting with you, XXX. I hope you spare few minutes to answer a quick survey right after this conversation or perhaps through an email that will be sent to you should you want to leave a feedback on how I assisted you today. I will truly appreciate it. REFLECTION SPIEL = Hi __! Nice to meet you. I understand that you want to____, I'll be happy to help. I will make sure that you are getting the best value on your account. I will also make sure this will be the last time you will be chatting on the issue. MISROUTED Thank you for your patronizing Frontier. We have a dedicated support group for states in WA, OR, ID, and MT. To reach them, please call Ziply Fiber. at 866-699-4759 for residential customers. ( Business customers: 866-947-5988 ) You can also reach them at https://get.ziplyfiber.com/. Your account is handled by Ziply Fiber. Thank you for getting in touch with us here. I am unable to open up your account as we, here, have been assigned to specific states only. Ziply Fiber support for WA, OR, MT, and ID state accounts. They will be happy to assist you accordingly. You can reach them via phone at this number: 866-699-4759 or you can also reach them at https://get.ziplyfiber.com/. ZIPLY 866-699-4759 REFER PHONE TO RESTORE SERVICE SPIEL Thank you for reaching us here in Chat Department. We actually have another Department that can restore your service. By the way, just to set your expectation, you got me from SALES department and we are not allowed to restore any service. The best resolution we can do is for you to reach today our Specialist who can restore your service at this number 1-800-921-8101 or 1-800-921-8105. Is there anything else I can help you today? REFER RETENTION TO LOWER PRICE - Thank you for patronizing Frontier services. It's my pleasure to chat with a valued customer like you. We actually have a Loyalty Department that can provide offers or best pricing for loyal customers like you. By the way, I have a different pricing than the LOYALTY department. The best resolution we can do is for you to reach today our LOYALTY department so you can avail right away the best-low pricing. You can reach them at this number 1-800-921-8101. Thank you for patiently waiting. Upon checking on your account, I can see that you are signed up for the lowest promotional pricing that is available on your area. I have the best option for you, since you are one of our loyal customer, let me refer you over to our Loyalty department, they have the best promotional prices and options for our existing customers. I can assure you that they can lower your monthly bill and provide you better options that you can take advantage on. As of now, our Loyalty department doesn't have any chat support representatives. You can reach our Loyalty department at 1-800-921-8101 and rest assured that you will be assisted accordingly. So, since you've been a Loyal customer to us I am going to refer you to our Loyalty Team. I can assure you that they will do a secondary review in your account and check for the best deals or offer available within the Loyalty Department. You can reach them at this number 1-800-921-8101. I have notated the account already that you will be reaching them for further assistance. " I understand how important it is to save especially in these trying times. I personally am trying to save any penny I could. As a single mom, raising my two lovely daughters, things has been tough and I know that many are experiencing the same. I am more than willing to work with you in checking any option to lower your bill . If the option does not fit your needs and budget, I will then provide the number of our Loyalty Team for more options. OUT OF HOURS SPIEL --- Hi (name of the customer), I totally understand the urgency to have your concern addressed; however, the department which handles customers specific to WA, OR, MT, and ID states is already closed as their operation hours is 10a-7p only. An extension/adjustment to schedules is on the works to cater customers beyond 7pm. For the meantime, please check our website https://frontier.com/helpcenter for basic help to all of related concerns. There are a lot of useful and relevant articles and guidelines there which you can use/refer to. UPGRADE This speed will allow you to stream videos and let you enjoy your online activities with no interruption. For this one, we need to have a technician to do the installation process in your place. For that, there will be a one time payment of $75 for the tech installation fee and a $9.99 for the equipment delivery and handling charge. Let’s go ahead and place this order so you can get these services as soon as possible, I have successfully placed your order. Please take note of your order number for your reference. Order number: 057652805. Just want to set you proper expectation your next month's bill will be $171.48 that includes your current bill, the one time charges for the tech fee and equipment delivery and handling charge and the pro rated charges. Don't worry, you will receive a breakdown of this bill via email. Moving forward, your new monthly charges is just $73.99 before taxes and fees. Lastly your installation appointment will be on 03/23/20 between 8AM-12PM. Is there anything else I can help you today? COVID- 19 SCRIPTING OK thanks. Before we get started, out of an abundance of caution and to protect you and our technicians, we would like to ask if anyone in your home/workplace has COVID-19 or corona virus, showing symptoms (fever, coughing, shortness of breath), is self-isolating or being quarantined? Our technician will test and repair/complete the order on the outside of your home/business only, if possible, and proceed to repair/complete service for you. If necessary, we will leave any equipment on your doorstep. Thank you for your interest in upgrading your internet service, as of now Frontier is temporarily not processing orders higher than 100 Mbps since that requires installation and a technician would need to enter the house. Due to this pandemic virus, we ensure you and our customers safety and we are currently on hold for orders that requires technician installation to avoid close contact, you can reach us back once this pandemic virus will be over and we will be happy to assist you. Just to set proper expectations, after we resume normal business operations, standard install fees will apply. I understand the situation is difficult, we have been affected with the international crisis due to the pandemic that is happening these days. We appreciate your business and it's my pleasure to chat with a valued customer like you. We actually created a specialized team who can handle concerns related to this – credits, special request, etc. You can reach our specialized COVID-19 Retention agents at this number 1-800-921-8101. Just tell them that you want to speak to specialized COVID-19 Retention agents. They have the best promotional prices and options for our existing customers. I can assure you that they have better options that you can take advantage on. PROPER WAY TO CLOSE CHAT When you exit this chat, please hover your cursor at the upper left corner of the chat box, click the 3-line icon and choose END, instead of clicking "X". End Chat Thank you for choosing Frontier. We appreciate your business! Thank you for choosing Frontier. We appreciate your business! Cheers! Bye for now. If you need further help in future, you can schedule a call back or initiate another chat using the link below. https://frontier.com/contactus/contact-us#/residential. You are most welcome, . It has been a pleasure chatting with you, . I hope you will spare a few minutes to answer a quick survey after this conversation. Should you want to leave a feedback on how I assisted you today, feel free to do so. I will truly appreciate it. Thank you for Choosing Frontier. We appreciate your business! CRIS ID: 829805 Definitely Excellent Interesting Absolutely Enjoy Brilliant Certainly Splendid Exciting Exactly Essential Terrific Completely Generous Fascinating Quickly Recommend Expert Fantastic Friendly Favorite Great Impressive Ideal Marvelous - We always appreciate customers who take the time to give us their feedback. I’ll pass what you’ve said onto our management team. - Thanks for alerting us to the bad service you have received. What can I do to help fix the situation? - I’m sorry you’ve had such a bad experience. I’d like to try and help. - I can completely understand. If that happened to me I’d be really upset too. I can imagine how frustrating that must be. - What’s happened to you is unacceptable and against company policy. Let me consult a supervisor to see if there is anything extra we can do to help. - It’s perfectly understandable that you’re very upset about what’s happened. - The same thing happened to me only recently, so I can see why you’re angry. It’s a terrible inconvenience. Let me try and see what I can do to rectify the problem. - We don’t like to see our customers upset and inconvenienced. We always strive to create a positive customer experience. - I will certainly try my best to set things right. - I am grateful for your patience - I definitely will make sure that it gets sorted - I absolutely agree with you - That is exactly right - I completely agree with you - I will quickly run through this with you - It would definitely be ideal, considering your situation - That’s certainly impressive, Mrs Smith - Thanks, we aim to provide a friendly service - I can highly recommend - Splendid! All that is left to do now - That is an excellent suggestion - I realize that this situation is difficult, but let’s try and find a solution. - I would feel the same in your situation, but we will sort this out - I’m sorry you are having this problem. Let’s see if there is anything we can do to help the situation. - Thanks, it is great that you alerted us to this - Definitely, I will make sure that this gets resolved for you - We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our managerial team - I recommend that you (INSERT ACTION), Mrs Smith, so that I can take further action without delay. - I know others who have been in your situation and what we did to successfully help them was - That does sound frustrating, let’s see what I can do to help. - I am going to take care of this for you. - Just so I can clarify and help you, the problem is - Apologies for the wait, I appreciate your patience. - I will contact you as soon as we have had an update - I appreciate you bringing this to our attention - If I were in your position, I would feel exactly the same - We will work to resolve the problem. You just enjoy your (birthday/holidays/Christmas break, etc.), and I will be in touch shortly - I would feel the same in your situation, but we will sort this out - I know how frustrating it can be – let’s see how I can help you - I appreciate how difficult it is to - We are keen to resolve this as much as you are •I can help you. I'd love to help you, give me a chance and I will lead you to the path of resolution today. I can get you the right people who can remove your TV service. Give me your best call back number and I'll have them call you now. •Please don't go. I can definitely help you with your concern today. I'm the best person to talk to. • • •Tech support The only thing I can help you today is, I'll refer you to our technical support for further assistance that way, they will be able to dispatch an Engineer to investigate your area if needed. Here's the hotline number: 1-800-921-8101. Recap scripts: •To make sure I got everything covered, •Just a quick recap, we’ve discussed your bill and clarified that there were no balance due and it will be generated every 2nd of the month. •Let me go back to the reason of this chat and make sure we handle everything FRONTIER SECURE REFERRAL - 800-730-2113 CLOSING SPIEL. Thank you for taking time contacting Frontier. After this chat ends, you will receive a short survey about the level of service I've provided you today. The survey is about me, on how I address your concern during our chat session. I believe that I have resolved your concern accordingly, and I will really appreciate it if you make the time to answer the survey for me. Thank you, and have a wonderful rest of your day! ------------------------------------------------------------------------------------------------------ 1-800-921-8101 ------------------------------------------------------------------------------------------------------ IF AREA IS NOT SERVICEABLE Thank you for your interest with Frontier products and services. Upon checking your exact address, it shows here that we don't have a service yet available. As resolution, I created an escalation ticket so that our Engineers can review your exact address to see if we can provide a service for you. Feel free to reach us back in the next few days or next week so we can review services in your address again. PASSCODE Here is a much more convenient way to find your 5-digit account passcode, you can go to https://frontier.com/helpcenter/categories/account/manage-my-account/create-change-account-passcode then login to your account and follow the instruction on that page how you can create or change your passcode. PRORATED CHARGES We understand the confusion, but I'd be more than happy to break it down for you. The amount that's reflecting on your bill are prorated charges. This means that a bill or invoice is calculated based on the cost per day, so customers only pay for the number of days they use a service for. Great news! You qualify for Internet with Frontier Secure Multi-Device Security. For $xx, you can get our best service with speeds as fast as Xmbps and our Multi-Device Security will provide up to 10 devices an anti-virus, anti-spyware, banking protection, firewall, fraud protection, and parental controls. Let's sign you up for this! MISROUTED I'm sorry to inform you but you were misrouted to Sales and General Customer service. As much as I want to assist you further with this, to better assist you let me get you over to the correct department that could get us properly assisted. I'll make sure as well that we have a rep before I patch you through. PROSPECT - Can I have your full name, email, phone number, and service address? DENSITY II Frontier Internet is increasing due to the continued maintenance of our local network infrastructure used to provide Internet service. As a result of increased bandwidth utilization, demand for services and other requirements, Frontier must also regularly repair and augment this network at significant expense. The amount of the increase was determined based upon Frontier's ongoing analysis of the costs incurred to provide 24x7 support of our local network infrastructure. Disclosure Let’s set you up for Paperless Billing and Autopay today. You won’t have to worry about sending in a check every month or logging into your account to see how much you owe. Would you like your secure monthly payments to be withdrawn from your bank account or credit card? ****I’m going to read you an authorization paragraph and will ask you to verbally acknowledge your agreement. Here is a link (URL) to our full Terms & Conditions document https://frontier.com/payment-terms. Let me know if you would like a moment to familiarize yourself with the Terms and Conditions. ****By choosing debit card or ACH (echeck) as your method of payment, as applicable, you agree that: (a) you have been provided a link to the full Terms & Conditions, and agree to these Terms and Conditions, and that this agreement constitutes a "writing signed by you" under any applicable law or regulation and (b) you authorize Frontier (or its agent) to initiate one or more ACH debit entries (withdrawals) and you authorize the financial institution that holds your bank account to deduct such payments, in the amounts and frequency designated in your then-current payment plan. If choosing debit or credit card as your method of payment, you authorize Frontier (or its agent) to charge your card. SCHEDULE CALL BACK https://frontier.com/contactus/contact-us#/residential Channel Guide https://frontier.com/channel-lineup VxField Status >> ALLOCATED - Great news! A technician has been assigned to your order. You should receive a call once they begin. >> ASSIGNED- We are in the process of notifying your technician about your job! You should receive a call soon with an ETA. >> PENDING- We are currently assigning a technician to this order. We will contact you if there is any need to reschedule. >> EN ROUTE- Our technician has your job on their agenda. You should receive a call from them when they are on the way. **** CUSTOMER WANTING HIGHER SPEED BUT NO AVAIL **** Upon checking here in our end, the current maximum speed that we offer in your area is 18m. That's exactly the same speed that you have right now. No worries, I already take note of this concern and we will inform our Engineers here in Frontier about this. We usually upgrade our services from time to time. Hopefully, we will be able to provide Fiber Internet higher than the current speed that you have. Feel free to contact us back next month or check frontier.com website for updates. Rest assured, we will do our best to provide better service to our customers. Looking at the current internet speed offer in the area, your current speed is the max speed we have currently. Nothing to worry because I have a very good news for you! We actually have an ENGINEERING TEAM which I can tap directly. So, here's what we can do to help you further. I will submit an escalation request to our ENGINEERING TEAM to to expand the internet speed in your area. How's that sound? Tech Support: 1-800-584-3384/1-877-600-1511 Customer Service: 1-877-4628188 Retentions (NEW): 1-877-258-2251 Frontier Mail Tech Support: 1-800-584-3384 Frontier Secure Activation: 1-800-471-5290 Frontier Secure Support: 1-888-620-3663 Frontier Secure Saves: 1-800-730-2113 Frontier Move: 1-877-651-7307 Movearoo: 1-866-308-4967 Bill Payment: 1-800-801-6652llaawece Deposit: 1-800-847-5948 Refund Customer Service (Disconnected Account): 800-522-7458 DISH: 1-888-742-0239 Vantage Self Install Help Line: 1-877-778-9129 FiOS Self Install Help Line: 1-866-739-4319 Amazon: 1-877-722-7937 Amazon Prime Activation: 888-280-3321 Visa Reward Card: 1-866-572-2779 OSC: 1-800-225-1115 FCCD: 1-877-462-6606 TPV: 602-682-0936 (Res/Bus) IVR: 1-888-742-0239 IVR HOA: 1-888-742-0239 (Oregon) 1-866-845-7225 (Connecticut) 1-888-721-4783 (CTF) 1-844-660-0648 OUT OF HOURS SPIEL --- Hi (name of the customer), I totally understand the urgency to have your concern addressed; however, the department which handles customers specific to WA, OR, MT, and ID states is already closed as their operation hours is 10a-7p only. An extension/adjustment to schedules is on the works to cater customers beyond 7pm. For the meantime, please check our website https://frontier.com/helpcenter for basic help to all of related concerns. There are a lot of useful and relevant articles and guidelines there which you can use/refer to. TARGET: NXS 10% , OSAT 7.5, IR 65%, BB 8/mo or 2/week atleast, AHT 20 mins By the way, before I forget, few months ago, we made some upgrades and updates to all our broadband services and equipments. Getting a 500/500 speed is actually the second to the highest speed is a premium speed. German, I have my supervisor with me right now. I would like you to know that we are creating this order under the best promotions/deal. You can even check other providers online. There is no way for us to adjust or to put another discount to this deal. Again, this is a one time offer! SAMPLE SCRIPTING FOR BILLING ISSUES: I am sorry to hear that you believe your bill is incorrect, . Let me pull up the details on this so that I can verify what you should have been charged, and then make any needed adjustments. I am truly sorry that your account was overcharged. Let me pull up your bill and payment history so that I can see what caused this, then we can make sure the issue is corrected. SAMPLE SCRIPTING FOR SERVICE OUTAGES OR ISSUES: I am sorry to hear that your internet service is currently not working – we definitely will work to get that restored as soon as possible for you. Depending on where the problem is, I may need to connect you to our tech support team for further assistance, but please bear with me for a few minutes while I check into this and see if I can resolve the problem from my end. SAMPLE SCRIPTING FOR SUSPENDED ACCOUNTS: I do show that your services are suspended at the moment due to the unpaid balance on the account – I’m showing a total balance of (TOTAL) , with the past due amount of (PAST DUE) that needs to be paid in order for us to get your services restored at this time. Do you want to make a payment for that amount now? SUGGESTED SCRIPTING FOR INTERMITTENT SERVICE: (CUSTOMER) thank you for verifying that information, and I do apologize for the connection issues you’re experiencing. Let me take a moment to check into this on my end, and see if there’s anything I can find out for you before I get you over to a tech support representative. CHANGE OF SERVICE: Thank you for providing that information. I’ll be happy to assist you with changes to your package – what changes were you looking to make? STARZ SPIEL: Thank you for letting us know about this! Frontier Communications works hard to give our customers the services they want at the best value possible. Just like all other TV providers, Frontier negotiates with every network for the right to carry their programming on our lineup. Unfortunately, we were not able to negotiate a new agreement with STARZ for a fair price that would help control costs for Frontier and our customers before our current agreement. For this I need to refer you over to our Loyalty department for them to provide you options regarding this concern, since they are the best department that can further assist you with this. You can reach our Loyalty department at 1-800-921-8101 and rest assured that you will be assisted accordingly. I totally understand that. Our Loyalty department has prepared options for you that you can take advantage on such as promotions for packages. Also, since you mentioned that you already paid your Starz channel, they can also process a courtesy credit for you. I highly suggest to contact them in order to know what options you can get. Feel free to call them during your free time and I'm positive that they can assist you with this accordingly. REFER TO DISH I appreciate your patience. Upon checking here, we don't have TV service in your area. However, we have Dish TV. I can refer you to Dish department since we partner with them. This way, your bill will be one. You may contact them through this number 800-333-3474. When you reach them, please use this as reference: (CRIS ID). SUPERVISOR SPIEL: I completely understand that you want to chat with a supervisor but my supervisor has the same capability in terms of tool access here in my end. My supervisor will still provide you the same information I provided you today. To ensure that we will be able to cater with your request fully here in Frontier, it would be best if you contact our upper level team and you may request a manager at this number 1-800-921-8101. I understand that we have been on the chat for a while but I hope you understand that this is part of the validation process so I get to access your account on my end. That is why I have set proper expectations that I will be needing few information to pull up your account onset of our chat. PREVENT DISCONNECTED CHAT - Mr. Customer, Please refrain from opening or using a different browser or applications so that our chat won’t be disconnected. I have limited tools and I have no means of contacting you again if we get disconnected. I really want to get this concern resolve for you today. While I am reviewing your account, please refrain from switching tabs to avoid losing our chat. WireCard My apologies for the delay, Paul. We will issue you a Wirecard. You will receive a check from WireCard. Frontier will continue to process live account (overpayment) refunds and deposit refunds directly from Frontier. Credit Balances on final accounts will still be issued refund in 2-3 billing cycles after disconnection. You will will still receive the refund within 8-10 business days after the refund is processed and credit balance removed from the account. Spanish Transfer - 1.866.217.3049 // https://frontier.com/latino NEW SCRIPT TO USE STARTING THURSDAY SHIFT FOCUS – CUSTOMER SERVICE ( ISSUE RESOLUTION + OSAT ) OPENING- Thank you for chatting Frontier. This is Lara. I am an Account Service Expert. Who am I chatting with, please? Hi____, are you chatting about new or existing service? Existing customer verification Are you chatting about (billing telephone number)? Safeguard-For security purposes, can you please verify your (Passcode / Password / PIN / DOB / Last 4 of SS)? Thank you - how can I help you today? Contact- To begin let’s make sure we have your most frequent email address for account related information and a mobile number. PCS- My goal is to ensure your satisfaction, you may receive a short survey to evaluate the services I provided today. New service customer Great, have you already placed an order with us? Ok, let me review services available. May I have the address where you would like service? REFLECTION - I understand that you are chatting about, I’ll be happy to help. UNCOVER CLUES/PROBING- RECAP- Issue Resolution- Have I resolved the reason for your chat today? END CALL- Thank you for choosing Frontier. We appreciate your business! F-secure to cancel: 888-620-3663 AGENT PORTAL LOG IN v_rrr653 Deutschland2?! OSAT: We will TRIGGER ELL escalations so that our escalations team will call back the customer for the following cases: 1. Chat transcripts shows that the customer has been transferred several times/repeat contact seen on transcript and issue is remains unresolved. 2. The agent has started assisting the customer, account has been validated, customer’s issue has been gathered and fact-finding is in progress due to system issue from either the customer or Agent’s end, and there are evident customer cues that can potentially lead to an escalation. 3. At the onset of the chat, customer shows upset tone and indicated emotional statements about their negative impression on customer service experience, company, solution provided, or directly mentioned reporting the issue to Better Business Bureau, Office of the President, or to the CEO- and the chat interaction got disconnected before the Agent can respond to the customer to provide further assistance. NOTE: FAILURE TO SUBMIT ELL ESCALATIONS WILL MERIT WRITTEN WARNING AND FOR NEXT LEVEL PROGRESSION FOR REPEAT. Chatted with: Brenda Verified using: PIN Cx wanted to check why her autopayment did not take his bill for the month of May. 3043848741 convo about taxes FONE-1-4337 TAXES SPIEL ************* I'll be happy to go over your services with you to make sure you have everything you're paying for. Frontier is using a generally accepted telecommunications industry software )called: Vertex) making sure we are applying the correct taxes and regulatory surcharges to all our customers monthly bills. Can't be transferred: Thank you for patiently waiting, Jody. Upon checking the new exact address, it shows in our system that currently there are no wires that matched your current internet speed for us to proceed the process to transfer your services. For this, I have created a ticket for you so that our engineering department will take care on this and most likely they will review the area and run appropriate cable wires. You can check with us most likely by the end of this week or earlier next week to check and complete the process in transferring your services. Chat UPLOAD https://frontiercorp1.sharepoint.com/sites/CharlestonRes/LBcalltracker/Lists/Partner%20Call%20Reasons/AllItems.aspx