PATH Resolution · Offline Notepad

****Greetings

Hi XXX, This is Abby from T-Mobile, how may I help you?

****Customer with a Problem

Hi XXXX, this is Abby from T-Mobile, I’m here to help. Let’s partner together to get this resolved.

****Customer with a basic Inquiry?

Hi XXX, this is Abby from T-Mobile, I’m happy to help take care of XXXX for you. (move forward statement)

Negative pasok ng spiel

Hi, CX! This is Abby 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. (Move forward statement.)

****Determine the customer need ****

We appreciate you letting me know that and I would love double check that for you.

No worries, I'm here to help. Let me just check the account to confirm your offer. Please bear with me

****RESPONSE WITH COURTESY AND CONCERN *****8

We appreciate that you're top of your bill and thank you for taking the time to reach us out.

PA- 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?

Thank you for that, I know how important it is to check your account, to see your balance for you to be able settle a payment on your account.

*****FIX IT RESOLVE IT RIGHT THE FIRST TIME ****

Yes. I see there was a payment arrangement setup but then the payment arrangement pay date failed. That could be causing the issue as well. ( Their is PA arrangement set up )

I'll be happy to assist you to set up your payment arrangement, this to be advice when we set up a payment arrangement to your account there will be a$10 support fee charge will be added to arrangement we will be set ,would like to proceed. ( setting up payment Arrangement )

We appreciate your payment! And I understand the need of extra time, especially when there is a unforeseen event occur. We just don't want you as well to be burden w/ restore fee piling up, since unless we settle the minimum, service may be suspended again.

I don't want you to feel that I am pushing you with paying the minimum since you're currently trying to catch up with bills until get the funds, it's just that as much as we want to restore or set up a payment arrangement payment of minimum is needed.

What we can recommend for the mean time, you can connect to home Wi-Fi and once ready to pay all minimum, then we can definitely restore and set a new payment arrangement to keep service. Let me know if you have questions.

****DEEP THE RELATIONSHIP *****

while I got you here, may I know if there is anything else I can help you with aside from this? I want to make sure to provide you all the help needed and give you the best experience here in T-Mobile.

I hope I was able to make you feel how important you are by the service that I have provided you today.

Is there anything that we can further do to make your T-Mobile experience better? I just want to make sure that I did not miss anything for you today

****PROVIDE SELF HELP ***

T-Mobile app - Payment Arrangements Go to My T-Mobile Click Set up a Payment Arrangement. View the Set up a payment arrangement Review Payment Method. Review the confirmation screen and select Set up a payment arrangement. Read the Terms & Conditions and click Agree and submit. Review the confirmation screen with arrangement details

I’d be happy to help you with this. But first, I need to know if you’re currently a T-Mobile customer.

****RECAP AND CLOSE ****

Thank you so much for allowing me to help you about your concern. We are happy here at T-Mobile that we are able to provide information regarding your Payment Arrangement

I appreciate you for allowing me to address your concern here on T-mobile messaging about setting up your payment arrangement.

****** SPIEL FOR PA***********

SPIEL FOR PA - Your payment arrangement is what keeps the account active and if you miss one, the arrangement will remain open for an undisclosed amount of time, giving us a chance to settle it before the system automatically delete it.

As per checking here, your payment arrangement is still active. We understand that you might not be able to settle this on 08/14, however I kindly recommend you to settle it as soon as possible so your account will be secured.

We appreciate your effort for contacting us regarding payment arrangement. We do understand that you want to keep your line active. Having payment arrangements and paying it on time will help you get back on track and keep your line active. Please make sure to settle your payment on the given date to avoid interruption of the service.

I understand that you would like to change the payment arrangement date since paying bills may be challenging these days. Your payment arrangement is what keeps the account active and please be advised that once a payment arrangement is set on the account, the option to modify the dates to extend or delete it is no longer available.

But the good thing here is if you miss one, the arrangement will remain open for an undisclosed amount of time, giving us a chance to settle it before the system automatically delete it.

However we cannot guarantee when it will remain active for the account oldest amount due is at -- days with a minimum payment of --

If the arrangement is systematically deleted, you'll have another opportunity to schedule a new arrangement once you settle the minimum amount (if there's any) which will restore the account back to active status. Will this option work for you?