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Verbalize Empathy
“Hello there! I am your expert for today. I would love to help! I understand you are looking for more time to make your payment. Let's check the best options for you!"
Attempt to Collect
“While I am looking for available options, I noticed that your account is XX days past due with a total balance of $XX.XX. For us to restore your service and secure another payment extension, you will need to pay a minimum amount of $XX.XX today. Would you be able to settle this now?”
Overcome Hesitations, Educate on Inability to Restore, and Provide Solutions!
• If the customer says they are unable to make a payment, educate the customer on inability to restore without payment and that our goal is to ensure their balance does not keep on going up: “Currently, I do apologize, we are unable to restore your account. Service is not guaranteed if the account is restored without the minimum payment. Your account will be at risk of another suspension, causing additional restore fees to be added, creating a larger balance to pay. This is not the type of experience I want you to have.” • If the customer pushes for their account to be restored, claiming that they were able to do so in the past, be honest with the customer, don’t continue the cycle and set the right expectations: "I do apologize this not the answer you were hoping for. We do see in the past that you have taken advantage of multiple exceptions. However, this has also caused multiple restore fees to be added on top of your regular bill, making the total balance bigger than it was. I apologize but since I do not see any restrictions on your account preventing another suspension, without payment T-Mobile has no way of guaranteeing your services.“ • Or if the customer claims that they were told that someone will be monitoring their account but there is no active hold on the account, say: “Mr. Customer I do not see any restrictions on your account, and I apologize but without payment T-Mobile has no way of guaranteeing your services.” • Move the conversation forward and focus on what else CAN be done, like letting customers know that they can still use Wi-Fi: “I know that getting connected is what you really need right now and although we were unable to restore your service, you can still get your phone connected to Wi-Fi in the meantime. You can also download third-party communication apps like Whatsapp to be in touch.” • You can also talk about recommendations that the customer can take advantage of in the future, so they can better manage their bill! • Rate Plan Change: “I really want to help in any way I can. While I was looking at actions we can do earlier, I noticed an option for us to lower down your bill which can help you manage your payments moving forward. It appears that your usage is lower than what your current plan has to offer, and we have other plans that are cheaper and yet provide you the service that you need. Once you were able to make your minimum payment to get your account restored, I suggest you switch over to this plan for you to save $XX.XX ever
Provide Recommendations for the Future
• You can also talk about recommendations that the customer can take advantage of in the future, so they can better manage their bill! • Bill Due Date Change: “I really want to help in any way I can. While I was looking at actions we can do earlier, I noticed an option for us to help you not go over your due date and risk service suspension. Once you were able to make your minimum payment to get your account restored, you can ask to change your due date to the XXth of every month. I say this because based off your payment history, you usually make your payments on that day of the month.” • Netflix On Us: “I really want to help in any way I can. While I was looking at actions we can do earlier, I noticed that you are on a Magenta plan with Netflix On Us, and yet it seems that you are paying for a separate subscription when you shouldn’t. I say this because I see that Netflix is installed on your phone, but it’s not linked to your T-Mobile account. Once you were able to make your minimum payment to get your account restored, I suggest linking your existing subscription to your T-Mobile account so you can save at least $19.99 per month. It may seem small but looking at it closely, that’s $239.88 worth of savings per year! • Autopay Enrollment: I really want to help in any way I can. While I was looking at actions we can do earlier, I noticed an option for you to get a discount to somehow lower down your bill. If you enroll in Autopay, you can get a $5.00 discount per line on your account. It may seem small but if you look closely, that’s anywhere between $60-$480 a year that you can save!” • The recommendations above are just examples of recommendations we can leave to the customer so they can better manage their account in the future! However, for you to produce a tailored recommendation, you must really audit the account and find those solutions that they can take advantage of!