2 OPENING/CLOSING

IMPORTANT REMINDERS:

1. IF CX SEEMS IRATE ONSET, BS THEN CALL CX IMMEDIATELY, AFTER ANSWERING CALL (USE TEAMXYZ CALLFLOW SA OFFLINENOTEPAD), GREET SA CHAT, WAIT FOR 10 MINS BEFORE CLOSING

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NO ISSUE

Hi! This is Gilbert from T-Mobile, how may I help you?

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WITH ISSUE

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

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WITH BASIC INQUIRY

Hi! This is Gilbert from T-Mobile, I’m happy to help take care of () for you.

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KYUWING OR GREETING FOR HIGHLY ESCALATED

We really appreciate your patience in the queue, as we are experiencing a high volume of chats that is why there is a delay in messaging. I'll make sure to resolve every issues of yours. Hi, this is Gilbert from T- Mobile.

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CLOSING SPIEL- HOW TO POSITION

TEMP CHECK

To get your full satisfaction, May I know if we did cover everything today?

I'd hate to miss a thing. If you have additional questions I can address, please, let me know?

Before I let you go, I would also like to take this privilege to ask, how is your overall experience with T-Mobile so far and if did we take care of your reasons for reaching out today completely?

Have a great day! Bye for now!

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NPS CHECK

Our goal is to make sure that all our customers are highly satisfied, May I know how’s your T-Mobile experience so far?

IF YES

Yaaay! is that a 100% yes? I hope you'll remember T-Mobile the way I have handled your concern today,. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority!

So happy we are able to help. Have a great day!

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WITH RECAP CLOSING SPIEL

Thank you so much for appreciating my assistance!

Here in T-Mobile we're glad to assist you regarding your ( )

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!

FOR SLA, ADD THIS ON THE END:

Are we all set for now?

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IDLE RESOLVED

If you're all set, we'll go ahead and say our goodbyes. We hope our service and work brought a smile to your face and made your life just a little easier!

Have a great week ahead, bye for now!

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ONGOING / UNRESPONSIVE / UNRESOLVED (FOR AUTO CLOSE)

It seems you are currently engage in something important.

So to make sure that everything has been taken care of, I will manage your account and give you a callback for the next 24-48 just to check if you have additional help needed.

OR

It seems that you may have to step away. I can wait for you to go back until this chat closes automatically due to no activity. Don't worry, I will be saving a memo on the account about our conversation if that happens so the next representative will be able to pick up from where we left off. You can contact customer care on 800-937-8997.

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COMBINED IDLE AND RECAP CLOSING

It seems you are currently engage in something important.

Here in T-Mobile we're glad to assist you regarding your ()

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!

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NO VALID ISSUE (PAG SINABI ONSET NA OK NA OR CLOSE CHAT, GIVE SPIEL THEN CLOSE AGAD)

We really wanna help you with this but we do respect your decision. In case you have changed your mind you can contact us back here or call us at 611 or 1-800-937-8997. Sending best wishes and prayers for your and your family! Take care and you've a blessed life. Bye for now

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ONSET GG (CLOSE AGAD AFTER IBATO) (NAGMUMURA, UNRELATED CONCERNS)

We really sorry about what happened and we really wanna help you and turn around your experience but we do respect your decision. In case you have changed your mind you can contact us back here or call us at 611 or 1-800-937-8997.

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RESOLVED CHAT ONSET (CLOSE AGAD AFTER IBATO) (PAG SA INTRO PA LANG SINABI NI CX OK NA, CONCERN RESOLVED, KAHIT GALIT)

We are glad to know that your concern has been addressed. Sending best wishes and prayers for your and your family! Take care and you've a blessed life and bye for now!

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OTHER CLOSING SPIEL (PAG MEDYO MAHABA ANG CHAT RESOLVED OR UNRESOLVED)

We appreciate you for sticking out all through the process. I know it's not too much but I hope you felt my sincerity in taking care of your concern in my own little way.

Sending best wishes and prayers for your and your family! Take care and you've a blessed life.

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In fact the pleasure is all mine, at T-Mobile we are always taught to never shy away from going the extra mile for precious customers like you. We would definitely do this for you ten out of ten times.

So happy we are able to help.