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Hi, . This is Vince from T-Mobile. How may I help you?

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

Hi, . This is Vince from T-Mobile, I’m happy to help take care of

I got your back. I understand how important your service is to you and I will take care of this for you.

I understand how you're feeling.

You're very much welcome.

Thank you for your kind patience.

Thank you for providing a screenshot.

Thank you for bringing this to our attention.

Thank you for sharing that experience.

Can you tell me exactly what you are seeing on your screen?

Are you seeing any error message?

Can you please bear with me for a few minutes while

Can you tell me the exact address or location where you are experiencing this issue?

Rest assured that all your answers will help determine the root cause of the issue and will help me with basic troubleshooting on my end.

We will go through a follow up and call you back on/before March 29 to process the cancellation. How's that sound to you?

I appreciate that you have spent a lot of time dealing with this and I want to get this resolved for you.

I'm glad to inform you that I successfully processed the payment amounting to $ using your card ending in with reference number

If you have further questions, concern, and clarification regarding this, please let me know so I can further assist you and make your day great.

I'm about to send you our secure payment form. Could you please fill it out with your preferred payment method details? Once you're done, let me know so we can proceed with the payment.

Please be aware that there is a $10 support fee included in this arrangement. However, you have the option to set up the arrangement yourself through the T-Mobile app or website, which would not incur any support fee.

I understand that making a payment might be challenging right now. If it's possible, could you let me know if you can make any payment towards your account today?

We can definitely remove the current payment arrangement and set up a new one. This will ensure your account to remain active and your service continues uninterrupted. How does that sound to you?

Sure, I can assist you further. Could you please provide more details about your specific concern, request, or issue?

If the full payment is made early, the $ promo credits will continue to be applied monthly and will be deducted from your account charges moving forward.

We definitely value your time and effort in making this issue resolved.

I appreciate your time and effort in doing some basic troubleshooting on your end.

If the issue persists, we will be going to transfer you over to one of our technical supports to further assist you with your issue. Sounds good to you.

Thank you for your patience. Can you allow me a few minutes to check on our available best promotions that we can offer to you? I want to ensure that we find the best possible solution for your needs.

Thank you so much for your patience. I'm pleased to inform you that we have successfully removed the current arrangement. This now allows you to create a new one to extend your bill and maintain your service with us.

Thank you for considering our services. Would you like me to process it on my end right now or would you prefer to do it on your end? I'm here to assist you in any way that suits you best.

I understand that managing payments can sometimes be challenging. Could you kindly share with me the amount you're comfortable paying towards your bill at this time?

We're one step away from activating the eSIM on our end. All we need is the IMEI of the device.

If you prefer to use a physical SIM card, we can definitely provide you one for free. How does that sound to you?

Rest assured, I will use the information you provided to check and investigate what happened.

I understand the importance and the urgency of the matter.

The good thing is that you let us know of those critical information. With that being said, here is whats Im going to do to help you out:

Normally, our warehouse takes about 2-3 weeks to validate the information regarding the returned device.

Once the package is received at the warehouse, it is opened and the IMEI of the device is scanned.

Please note that we cannot verify what is in the received package and whether it is the correct device until the package is opened and the IMEI is scanned.

Just letting you know that I'm still here and I'd be delighted to help you with making a payment.

Can you able to login through the authentication form that I just sent so I can pull up your account and proceed with the payment?

I checked that there are already multiple contacts regarding your internet issue. As much as I loved to resolve it here on my end right now, it is best to transfer you over to one of our technical supports for further and advanced troubleshooting. How's that sound to you?

Yes, you can go to a T-Mobile store to get a replacement for your broken phone. However, the process may vary depending on your device protection plan and the nature of the damage.

I understand that you're considering canceling one of your lines. This is certainly not what we want for you. Can we discuss any issues or concerns that are leading you to this decision?

I understand that you're considering the cancellation of one of your lines. Just to let you know, cancellation requests usually take effect at the end of your billing cycle. If there's someone who might be interested in taking over this line, like a friend or family member, we can certainly assist with that process.

I understand that you want to cancel the line so that your son will not able to use it and I know that's for the good reason. But we still have other option.

To ensure your service continues without interruption and to make your experience as convenient as possible, we will securely process your payment 2 days before the autopay date. This proactive step helps avoid any billing issues, keeping your account in good standing.

We're thrilled about the opportunity to offer you our cutting-edge 5G Home Internet service. As soon as it becomes available at your address, we'll make sure to reach out to you directly by phone or email. This ensures you won't miss the chance to experience the fast, reliable internet service T-Mobile is known for. We're committed to keeping you updated and making the transition as smooth as possible.

I've just sent you an authentication form that will help us ensure the security and privacy of your account. Could you please take a moment to log in through the form? This step is crucial for us to access your account and provide you with the personalized assistance you need. It's a quick and secure process, designed to protect your information and make our conversation as efficient as possible.

I'm sorry but we cannot put a hold in the account now that the adjustments are reflected, Mike. [10:35 PM] Juanitas, Vincentjohn Your patience is greatly appreciated! I'm still working on this matter. Just letting you know that I'm still here.

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?

Meanwhile, we would like to ask if how are you with T-Mobile so far?

Assurance of Help I'd be delighted to help you! Let's work through this together. I see you've called in twice about this issue before. I want to make sure you don't have to call us again. I will do everything I can to get this taken care of.

Thank you so much for confirming, seeing here, you only have 3 lines on your account. The reason why you're seeing the 6 lines on your account is because of the prorated charges. No worries, we're checking what options we can do to this one.

Temp Check for underlying concern (to be ask at the middle of your conversation) - 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?

Use this for mFCR temp check spiel before your recap

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 kindy ask if you have further questions or clarification about your (concern)?

Send SSO Link/ setting proper expectation

Depends on customer concern

Use this spiel for NPS temp check.

As we represent T-mobile, we always aim to provide an excellent experience. The way you see T-mobile is the way you see my assistance. I'd like to ask, how was your experience with your T-mobile services so far?

(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?

Here at T-Mobile, we're glad to assist you activating the device. We hope our service and work brought a smile to your face and made your life just a little easier. I am so happy we were able to help. Have a great rest of your day! [10:36 PM] Juanitas, Vincentjohn Payment Arrangement

I understand that you were previously able to delete your existing payment arrangement while being past due. I'm sorry for any confusion or inconvenience this may have caused. Our policies have changed and we're no longer able to delete payment arrangements in the same way. I know this isn't the news you were hoping for, but I'm here to help you understand and navigate these changes. Let's work together to find a solution that fits your current situation.

====PROBING QUESTIONS===

= ==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?

====EMPATHY STATEMENT======

For payment arrangement

Fall off - less than 30 days past due (can still set up)

I have checked the account and can absolutely see here that you can still set up a new payment arrangement on the account. We just need to wait for the current payment arrangement to be removed automatically by the system, which may happen anytime upon missing the arrangement date.

Will I be suspended?

To be honest, there is a possibility that the service may get disconnected, but the good thing about it is that once you set up a new one, your service will be restored. Your current arrangement is what keeps the account active, so it's highly recommended to keep it as it is and just check the T-Mobile App from time to time to see if it's ready to set up a new arrangement.

Concern with restoration fee charge.

Yes, the account will be charged $20 per line or a $60 cap for the restoration fee since we weren't able to fulfill the promised arrangement. But you don't have to worry about it that much, as that could be added to your new arrangement, which will give you ample time to settle the balance. It is highly suggested that if you ever have extra bucks, try to settle at least some small amount to lower the bill.

31plus days past due:

Got the account, Cx, and it shows that we can still set up an arrangement on the account; all we have to do is to settle the 31 plus days past due amount of $00.00. Shall we go ahead and proceed in processing the payment?

Customer can pay:

That's perfect! Would you like me to process the payment for you while I am here? Just please note that there will be a $10 processing fee for this. On the other hand, let us save those fees by doing this on your T-Mobile app or website. I can walk you through it. Which one do you prefer?

(Provide Payment SSO if cx wanted to do it on the app or website.)

Customer cannot pay: (Asking for additional PA)

I know this is a tough time right now and appreciate you wanting to settle the amount on the date you have mentioned. Right now, our system does require us to settle the $00.00 amount so we can set up a new arrangement. (Select some other options below and attach them here.)

Account on family plan:

I can see here that the account is currently on a family plan. Is there any option for the other account members to settle the current required past-due balance so we can set up a new arrangement?

IF YES, PROCEED IN PROCESSING THE PAYMENT

IF NO: (Ladex)

I absolutely understand the situation. I took the liberty of checking the account and if ever we may fail paying the account right now, your outgoing services and data will be impacted but the Incoming calls, text will still be intact. At this moment, it would be best to connect to a Wi-Fi either at home or if you can connect to a public Wi-Fi to use data. You can also use some third-party applications like Messenger, WhatsApp, or Hangouts to send a message since those applications can be used via Wi-Fi. Then, once you have enough funds to take care of the account, you can start making the payment. Sounds like a plan?

Use this spiel for NPS temp check -----> to be provided after resolving concern - As we represent T-Mobile, we always aim to provide an excellent experience. The way you see T-Mobile is the way you see my assistance. I'd like to ask, how was your experience with your T-Mobile services so far?

(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? ===ACKNOWLEDGEMENT STATEMENTS====

==LONG TERM RESOLUTION:==

=======AUTOPAY======

We highly suggest consider our Autopay option in the future to save you from paying any added fees and enjoy our discount instead while lessening your worry about any interruption.// To enroll you into an autopay so you won't miss any payment and it will avoid any service interuption and it will benefit you of a $5 credit per eligible lines.

====CHANGE OF BILL CYCLE===

Or you can consider changing your billing cycle to match the due on your pay date. Would these work for you? // Another option to consider a bill cycle change closer to your most convenient paymet time that would help you save any added fees.

====TO LESSEN THE BILL====

What we can highly suggest to you is to change your rate plan into.// What we can suggest is to change your plan into essentials. Or not to pry, may I know our challenges in keeping up with the payment? I will look for options in giving you a long term resolution so you'd be able to enjoy your services moving forward without any worries for interruption.

Check for Autopay BIll cycle change Rate plan change Removal of other paid features Check for EIP that will end or can be paid off early

===3rd Party App====

There is a possibility that the account service could be interrupted but checking here only the outgoing services will not work for the time being. At most, incoming calls and text should work just fine but no further guarantee though. Do you perhaps have an option to connect to wifi? Cause if yes, especially if you have it at home, you can also make use of that for the time being to connect with data. You can also use messaging application like messenger, whatsup or hangouts to send a message since those application can be use thru wifi. Hope that information helps.

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)? ====RECAP==== Alright, we were able to provide you with the steps on how you can set up a new payment arrangement and we were able to answer your question with your bill.

NBA:

====================================================================

====CLOSING SPIEL==== Awesome! So happy we were able to help. Have a great rest of your day!

STEP 1: Always ACKNOWLEDGE the customers concern and provide an ASSURANCE of help Suggested acknowledgement:

We absolutely understand needing some additional time to pay. I want to make sure you stay connected and I’m happy to review your account and determine what options we have available.

Sample Move forward or Effective probing question: While doing this, If you do not mind me asking, May we know when can you settle the total past due? While doing this, May we know the reason for the late payment? While doing this, do you have any amount that you can settle today to lower down the bill?

STEP 2: Perform a VISUAL AUDIT of the customer’s account and EDUCATE the customer on the existing payment arrangement.

Suggested Education:

it does show an existing payment arrangement for the balance of $to be drafted from your bank account in days. I’m glad we were able to secure this option for you.

STEP 3: EDUCATE / HELP THE CX on the bill - Own the No Sample1:

Absolutely got you there, . I recommend keeping the payment arrangement in place to avoid service interruption and getting additional fees such as restore fee charges of $20.00/line up to max $60.00/account (Tax not included/One Time-Charge). I also want to make sure you are not running into your next bill which will create a larger payment amount later if we delay