TEMP CHECK / BUY TIME

Temp Check for underlying concern (to be ask at the middle of your conversation) 👉 assumptive closing

While I am working on your account, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today?

(If yes)- Cool! Customer experience is always the center of our commitment. I hope I was able to positively impact your overall T-Mobile experience. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority!

(If No) - No worries and I understand how you feel. I would like to take this opportunity to turn this experience around and if you don't mind me asking, how else can I be of help and is there anything I can be of service while you have me here?

TEMP CHECK for TMO

• 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?

• I would like to take advantage of your time to know if how are you with T-Mobile so far?

(if POSITIVE)

• Oh! That is really amazing to hear and thank you so much for that honest feedback. That is the main reason why we do our very best here on our end to meet the satisfaction of our valued customers such as yourself.

(if NEGA)

• I'm still uncomfortable leaving this conversation without providing full satisfaction. I just wanted to ensure that I was able to give you an awesome T-Mobile experience today under my care! I'd love to ask; how do you feel about your overall services?

Closing additional assistance:

I just want to make sure I don't miss a thing! Aside from this, would there be anything else that I can help with? Just wanted to make sure that everything is covered.

Use this for mFCR temp check spiel before your recap -----> to be providing after cx answered nps spiel

• Did we take care of your reasons for reaching out today completely?

(If Yes) - Yaaay! 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!

(If NO) - No worries and I understand how you feel. I would like to take this opportunity to turn this experience around. May I kindly ask if you have further questions or clarification about your (concern)?

RAPPORT:

While checking/working on your account, if you don't mind me asking, how's your day so far?

• I'm glad to hear that your day went well! I'm also doing great thanks for checking on me. Allow us to further make your day better!