Amaysim

Opening Spiel: Hi! welcome to Amaysim. This is Phil. How can I help you today?"

Alright. To address you properly, may I know your name?

Hello (Customer NAME)

(ACKNOWLEDGE AND ASSURANCE) "

• “I completely understand how frustrating this situation can be.”
• “ Thank you for your inquiry please rest assured that I will do my best to assist you.
• “Thank you for your patience while I review the available options.”
• "Thank you for raising your concern rest assured that I will find a solution for this.

SIM PLAN PROBING Questions: Explain the plans before asking these questions:

• How would you like to pay your plan? (weekly, monthly, annually or every 6 months?)
• Do you need to contact someone from overseas? (Outside Australia)
• If yes, How often do you need to contact them?
• How often do you use data?
• How do you usually consume your data?

ROAMING PACK PROBING Questions:

• What country are you visiting?
• How much is your budget?
• How long is your length of stay there?
• What are your Activities there in the country?

Before Holding

• I’ll just check the details of your concern on my end. This will take about 2-3 minutes. May I place you on a brief hold while I review it? "

After Hold (Return Script)

• "Thank you so much for patiently holding, [Fan Name]. I appreciate your patience. Here’s what I found regarding your concern… "

• “Here’s what we can do to fix that...”
• “The best option for you would be...”
• “Does that resolve your concern today?”

Issue:

Action/Resolution: (This can be based on frequently asked questions of Sim Plan and International Roaming)

Recap: To wrap it up, you called in because (reason) and I have (action), would you agree on that?

IR: Aside from this one, is there anything else that I can assist you with?

CLOSING: Perfect. Thank you for calling Amaysim once again I am Phil and have a great day! Bye for now!