OPENING

OPENING SPIEL

Hi, XXX this is Berna from T-Mobile, how may I help you?

Hi,XXX! This is Berna from T-Mobile. We appreciate you for reaching us about .... I’m here to help. Let me check it for you.

Hi,XXX! this is Berna from T-Mobile, I’m happy to help take care of your concern. (move forward statement)

Hi Mohandat! This is Berna from T-Mobile. I appreciate your patience while the chat was connected to me.

I sincerely apologize for this long wait and assuring you that we will not leave any stone stone unturned to help you here. How may I help you here today?

Hi Ms/Mr. Customer! This is Berna from T-Mobile. I’m here to help. We appreciate your patience in waiting to be connected.

PREPAID

For me to further access your Account, we will be sending you a secure form. Can you please fill out the form? Thank you

We tried to use the Pin you provided but it seems that it is incorrect. But no worries, we can send you a temporary pin on the line ending 7906 to access your Account.

Shall I send it now?

If you think you may end up needing some more help with your account, you can check out https://prepaid.t-mobile.com/ for your T-Mobile concerns.

We are always here to help. Have a great rest of your day!

Oh! Thank for letting me know. No worries, we are here to help. May I please ask your Account name and Mobile number for me to check if we can access your Account?

For me to check, we will be sending you a one time pin on the line ending 3021 for verification.

Shall I send it now?

AFTER OPENING SPIEL

We appreciate you contacting us regarding the ______. We know how important it is to have __________________. Rest assured that I will do my best to check all possible options.

Thanks for that. We are now checking your Account. A moment please.

I really appreciate you for letting us know, No worries I'll definitely help you with this XXX. Just give me a few minutes to check your resources.

Oh! We appreciate you for bringing this concern to us. We know how important this is.

We appreciate your time and effort for reaching us today. Were here to help. We can absolutely check this here on our end.

We do appreciate you for XXX. We know how important this is for you. We will do everything we can to help you here.

We understand your sentiments Kendra and nothing to worry, you have the best team here at t-mobile to explain everything to you.

From what we checked here

Can you allow me few minutes for pull up your Account, so we can get started?

UNRESPONSIVE

Are we still connected, Mike?

We really want to help you here and make sure to get this fixed so that you don't need to reach us with the same concern.

BOLA

You're very much welcome. I'm more than delighted to help you

Please do not thank me, your happiness is just like reward to me.

You are very welcome! Once my old pal told me that kindness is the best gift, we can give to anyone. And I must say thank you to you as well XXX for being kind and nice to me.

My pleasure working with you, Whitney. I can now breathe freely knowing that I was able to help you with everything that you need today.

I should be the one thanking you for giving me adequate time to help you here. I must say that you're one of the best as well as most understanding customers I've ever chatted with.

We should the one thanking you for your endless patience and kind cooperation with me.

Helping others is what makes us human and the one thing I've learned with T-Mobile is that its all about finding the best solutions for our customers to keep them happy and smiling. Thank you so much for lending us your time and I hope that you remember our names and our services when you speak about T-Mobile.

We can't thank you enough for being so thoughtful on working this with us and being so kind for spending your time with us here at messaging. We do hope that you continue recommending T-Mobile to your friends and family as we love to expand our great service experience. You're the best!

I really haven't done much, yet you are generous enough to thank me. It has all been possible cause I had a patient and top notch customer to interact with today. Thanks a bunch. 😊

I hope that whenever you think about T-Mobile, you will always think about your conversation with me.

T-Mobile will always make sure to meet your expectation so you can enjoy our service.

T-Mobile will do anything to be helpful as possible in this situation.

T-Mobile will never leave you hanging without providing any help, so rest assure that we'll be for you.

T-Mobile make sure we can help you effectively and efficiently in exhausting all we can to let you feel how dedicated we are and committed in ensuring you get the help you need on this matter..

We're doing this to show how much we value our customers and bring them closer together. Your satisfaction is important to both me and T-Mobile.

I can see that you are very smart and very particular into details. It's good that you are always on top of your account.

Nice! You're very good! I can see that we make a good team.

You are so sweet. You're the best customer I had in my entire shift. Thank you very much for your kindness.

BUY TIME

By the way, Thank you for your time you spent here in chat.

While on it, May I know how' s your day going?

I'm so glad to hear that you're having a good day! It's always wonderful to speak with someone who's in high spirits.

It's fantastic to hear that you're having a great day.

It's wonderful to know you're having a good day!

I'm still here, just looking through our options. Didn't want you to think I'm forgetting you or anything.

Just a heads up, if there's any delay to my response, I just like to make sure I'm giving full attention to your concern

TENURITY

We truly appreciate you for staying with us for more than 9 months. You're one of the reason why we always strive for better customer service.

I see you have been an EPIC member of T-Mobile family for the past 9+ years and that's fantastic! I want you to know that we really love having you and your wonderful family around.

CLOSING SPIEL

If you think you may end up needing some more help with your account, you can check out http://support.t-mobile.com/welcome for your T-Mobile concerns.

If that's everything, I'll go ahead and say my goodbyes for now.

Again this is Berna. So happy we were able to help. Have a great rest of your day. Take care!

MOVING QUESTIONS

Do you have questions so far?

Do you have any clarifications to the information I provide?

ADJACENT ISSUES

While checking, please let me know if you have any concern or request, okay? I don't wanna miss anything from you.

While I'm on it, may I know if there would be anything else that needs to be addressed aside from this?

While working on __ , would there be other requests you might be assisted with so I can prepare?

My goal is to provide the best customer service experience. I want to make sure I have taken care of all your concerns. Do let me know if I missed anything or if there is anything else we may assist you with?

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

Is there anything else that I can help you with?

Do you have other inquires that we can help you with?

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?

Please do let me know if it works?

NO ACCOUNT // VERIFICATION

We appreciate you for your utmost patience. We tried the pin you provide but it seems that is in correct. Can you please double check it for me? Thank you.

As much i love to check ...... we really need first to verify the account so that I can give you the accurate answer for this.

Please be advised that we wanted to provide a clear information the reason why we wanted to authenticate the account is to confirm your current plan on the account.

Namatayan: It saddens me to know about your (mom, dad, brother, sister, friend). Send you virtual comforting hugs and healing prayers.

am also sending you some self-help options.Below is a list of short codes you may find useful.

Dial #BAL# (#225#) to check your balance. Dial #MIN# (#646#) to check your minute usage. Dial #WEB# (#932#) to check your data usage. Dial *PAY (*729) to quickly pay your bill Dial *#06# to view your device IMEI. You can also do all of this and more by downloading http://t-mo.co/TmoAppDownload"