HOW TO BUILD PERSONAL CONNECTION

Customer: wanna add netflix

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

Cust: Thanks

Agent: Sure thing and kindly hold on while I pull up your account. Thanks

Customer: ok

Agent: by the way, How's your day going so far?

Customer: Good

Agent: We are glad to know that your doing good and mine is okay too, I am having my daughter 3rd Bday this next week. Lol I'm still working on your account. Thanks

Customer: Happy Bday!! Agent: Thanks, she’s my little champ lol by the way your

*IF Cust say (not good) provide other empathy statement

BILL / PROMO DISPUTE

I’ve got you on this and I know how important this is to you because me personally, as a working student, I would love for everything to be alright specially when it comes to financial concern.

Let me see what I can do, Kindly hold on. Thanks

SERVICE ISSUE

Sorry to hear this and i understand where you coming from because me personally as I just become a new father I always make sure that I’m connected with my partner all the time with no interruption.

Can I please have the IMEI of the phone we are working with? You can get it by dialing *#06#

PAYMENT ARRANGEMENT

DAD

Sorry to hear this and I understand where you're coming from because me personally as I just become a new father I always make sure that I’m connected with my partner all the time with no interruption.

I’m still checking updates on your account.