ESCALATED CHAT

"I am part of T-Mobile, and your experience is also my responsibility. I am really sorry for the inconvenience this has caused you. As our valued customer, you don't deserve to be lied to. Rest assured, I'll be the last person that you have to talk to about this.

I understand that I'm telling you right now is different from what the previous expert advised you. I wanted to correct the mistake that occurred there and apologize that it happened in the first place. This is not the experience that we'd like for you to have with us and I'm working on turning this into a positive one for you.

It saddens me to hear that you have to contact multiple times regarding this.

I will take action about what happened last time and ensure it will be justified. " (Empathy – Repeat Contact)

I completely understand the urgency of having this issue addressed and resolved. I will be happy to extend my help and provide you the best options that we can do for your account and have your issue resolved. After this, if you still need to speak to a supervisor, I will be happy to get one for you. (IRATE - LOOKING FOR SUPERVISOR)

"No worries, I will ensure that would be prevented moving forward. That is absolutely not the T-Mobile experience we would like you to have, and I am really glad that you have given me this opportunity to turn that around. Was I able to square it out?

I am really glad you shared us your thoughts about T-Mobile, we value your feedback, and we take serious action just to make sure that moving forward, you would get the type of experience we want you to have for a Carrier.

I do get what you mean and it's very helpful that you shared that to me, that would improve us over all moving forward and would help other customers as well. " (CX STATES NEGATIVE SENTIMENTS )