Notes

Hello this is Stephanie!!! from customer care, I was assisting the store rep with your account via chat.Your line has been activated you must be happy. Do not forget manage your account through www.cricketwireless.com, i hope you enjoy the rest of your day.
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I will send a text message just for remain to our customer the process that we made today and also the bill cycle and amount on the next month.
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TROOBLESHOOT
I just have to make a test from my system to her device, so just a second please.
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I can see that our customer is having problems with the network so we need to follow some steps, first of all please tell her that turn it off the device and then take off the battery and the sim card.
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Just give me a second as while i fixed this problem as fast as i can.
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All right i already fixed, so now please tell her that put it again together and after that turn it on.
Now please tell our customer that trying to send a message.
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GENERAL ISSUES
I understand our customer concer and trust me i know how frustrated can be to do not have a phone working properly, but do not worry i can assure that at the end of this call will have the best resolution
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CALLS
Dealer no not worry about it. I know how hard it can get sometimes when customers are not able to make or receive calls. lets work to get the best solution for the customer together.
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MESSAGES
I am sorry to know that you are facing a stressful situation, if i can not send my work messages i will fill very stress, but do not worry about it we will find the best solution for this situation.
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HEAVY ISSUE
I see, i know the feelins, Sir. The time of necessity in case of an emergency can surface to an inconvenience, so i dont want that hapening to anyone. a very hesitate stand point.
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PAYMENTS
I can definetely assist you with our customer payment, just keep in mind that there is a $5 processing fee if done through the late payment.
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BRIDGE PAYMENT
I know how important this is, i also pay my bills, so i understant his frustration. But since the bridgepaymet is not an available option that we can use at this moment, please remind him that he has two days grace period in which he can make his payment with no addictional charges.
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PHONE CHANGE
Our customer really need this phone number change and that you want us to do it right the way, the great thing is that you are in the best hands, so let´s do this.

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GOODBYE
Due to inactivity, unfortunately We have to release this chat. If you need any further assistance please contact us back at 1-855-246-246-1 or via chat. Make sure to recommend My Cricket app and the website https://www.cricketwireless.com for new promotions, account changes and balance usage. Thank you for chatting with us! Have an awesome Cricket day! =)
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It was more than a pleasure assisting to you today, you were so helpful, have a wonderful rest of your shift and Thanks for chatting! Be sure to recommend the My cricket app and the Website for the new promotions
Thanks, and have a Cricket day!
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Thanks and have a great day! If you need us, please go ahead and contact us any time, we will be able and glad to help you at all times! You may also test out our service options at Cricketwireless.com and Cricket app

You are very welcome, I really appreciate your time
Is anything else with i can help you today?
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HELLO!!!
Welcome to the new cricket wireless, who do i have the pleasure of chatting with today?
how are you today?
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*I am so happy to know that, How may i help you today?
*I can definitely help you with that!!! you are with the right person
*Thank you so much for your time i really appretiated! you are awesome.
*I am currently reviewing customer's account to provide you with the best solution, please give me 2 more minutes and I will be back with you
* For security purposes may i please have the phone number and pin number, and finally your dealer ID.
*I know it must be hard for you to have an upset customer in front of you, it´s inconvenient for all of us.
*Thanks for your accurate information sir/maám. Please allow me a few minutes while i check the account and provide you the best resolution.

ASSURANCE
*I have very good news for you--- you are talking to the right person with the right answers.
*Please inform the customer that this issue is being resolved at this moment and that his account will be re activated very soon.
*Please apologize with the customer for this inconvenience and let him know that we are going to resolve this as soon as possible.
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CALLS
Oh i am not happy to know that our customer is having issues with calls she might be upset there, but do not worry i know how important for you is to solve this for our customer, you know what? i want to make him happy as well so do not worry, we will find a solution.
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Dealer, do not worry about it. I know how hard it can get sometimes when customers are not able to make or receive calls. Let´s work together to get the best solution for the customer
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you must be concern and busy there and our customer must be confused. But do not worry
GENERAL ISSUES
You my friend i can help you out, i will help you out and we figure what happened.
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SHOW HELPFUL
I am sorry to know that our customer is not having a good time and actually understand how important for you is to solve this right know and make our customers happy, you know what? I want to make him happy as well so do not worry, we will find a solution.
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DATA ISSUES
I will help you out with this right the way, do not worry i can understant the importance of knowing the high speed data usage due surfing in the web is not cool when is slow.
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I handle my business over the internet myself, i know how important this is for our customer so let me take a look on the account because one way or another i will find the best solution possible for this situation.
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LOST/STOLEN
I am not happy to know that our customer was stolen his phone, i know how stressful can be that, i understand his concern about to suspend the line so none can use the service that he paid for, do not worry we can do that right the way
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PORT
I am happy to know that we are getting a new line of service and how it might get when the port takes longer than usual. We are to help! Let´s work together to get a satisfied customer ^__^
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it´s great to know that the customer wants to port in their number with us, i know how important it is for you to get a service active without any setbacks. So, let´s work together in order to get that new service and a happy customer
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PORT PROBLEMS
If the customer decides they want a new number and their port is not yet confirmed, we can cancel the order in RQ/KPOS/ASAP. It will then cancel the port all the way through...allowing you to create a new order and get the customer a new Cricket number.
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INTERNATIONAL PLAN VOICE
I know how important for you is to have your international minutes, i bet you need to call a lot overseas, so do not worry i will check everything in ordee to see what happened.
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ACTIVATION
I am sorry to know that you are facing a bad time register, if it happens to me i will feel frustared , is not good when you are trying to do something and you can not, the cool thing is that you are in the right hands
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CUSTOMER DISAGREE
What a bad news, we are losing a customer, however we want the best for our customer and you guys, so do not worry, of course, i will help you with that, and i will do it as fast as i can.
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FAILED PROCESS SHOW HELPFUL
I am sorry to know that you will need to redo this process and that you have to do this is order to fix this. I know how important for you is to solve this for our customer right the way.
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RE BAY
I understand your concern, and how cool is to save money, our customer might be exited to get the promotional credits, so no worries i will check everything in order to see what happened.
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CASE
I just submitted a case for the customer problem with service. Yor case ID is: Remember that for cases we will call you back with a response in a time frame from 24 up to 72 business hours. But i know how important is for us make our customer happy so i will talk with the support guy in order to make the process faster
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PRORATED
w e are glad we got to help you out for upgrading your plan to the plan. We tok a $ payment for prorated charges, the confirmation number for this payment is
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IPHONE ISSUE
That should be an easy fix. In most cases, all you have to do is have the customer sync their iPhone with iTunes and that will resolve the issue. They should also update to the latest version of iTunes, if they have not already.
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I am currently reviewing customer's account to provide you with the best solution, please give me 2 more minutes and I will be back with you UPSET CUSTOMER I know it must be hard for you to have an upset customer in front of you, it's inconvenient for all of us. I bet it´s awful to have an upset customer in front of you You might be facing a stressful situation there ISSUE Ive been myself in that situation many times so I completely understand how the customer must feel Let me take care of this personally, I'm one of the best in my team I do understand the inconvenience the customer is facing I'll check the account right away to see what happened You just contacted the right person to help you out with this. PORT I know you are anxious to have this completed I can certainly understand the frustration and disappointment the customer is feeling with having to wait so long for this port I can see that there has been a minor interruption with the ongoing process, but don't worry, I'm creating a ticket as of now which our back office team will resolve as fast as they can, they will find the best possible solution for this particular situation, right now we just need to wait a little, the response time frame will take up to 72 hours. NO CALLS NO TEXT I understand how frustrating it is to not be able to use our services but don't worry you just got the right person and I will make sure to fix this for you today DATA I sincerely understand how the customer feels without internet access MERGE Great choice on merging accounts, lets go ahead and work on this right now so the customer can start getting discounts with each extra account. You just got the right person to help you out with this. RESTORE Absolutely let me go ahead and restore the account for the customer so he can start enjoining our services once again. BRIDGE PAY We just enrolled your Bridge Payment for this month. Remember from today you have 7 remaining days to pay the remaining amount which is: DEVICE NOT WORKING That’s horrible not to have your phone working correctly but dont worry you just got the right person to help you out with this MESSAGES I bet is annoying not to get in touch with your friends but don’t worry as soon as we finish this chat, the customer will have the messages working CALER ID Do not worry, I understand how frustrating it should be to see a different name on the caller ID, I'll check the account right away and find the best solution for you ***CASE NOT RESOLVED*** I'm really sorry to inform you that the case has been reviewed but doesn't have a final resolution yet. So at the moment we have to wait a bit more; for some reason back office hasn´t answered this case. I apologize and I know that this case will be resolved. I can tell your time is very valuable and can see that you are not very satisfied with my answer, allow me to make it better for you, this is what I can do for you… I am really looking for a win win situation. DELAY Yes, Unfortunately at the moment we are having a delay issues with Activations, so we beg you to be a little patient, we are working to fix it. Once the delay finish the service will work automatically GROUP SAVE Welcome to Group Save, Anyone authenticated on the account will have access to your Customer Proprietary Network Information. You have the right & Cricket has the duty to protect CPNI. You provided authorization by participating in Group Save. If you did not authorize this change contact Cricket customer service ASAP I understand that it is frustrating waiting for an update. I assure you that we are providing all the information we have. We are in constant contact with the IT teams as they are investigating. As soon as we know more, we will post it immediately. Thank you for your patience.
BOGLEAD - Nicole Gonzalez: Name: Authentication: Phone number + PIN Reason: Actions: Resolution: ART: TPBOG:
BOGLEAD - Nicole Gonzalez: To let the customer know we will send a text: kindly remind this customer that the due date is on 10/02/2014 for $25.00, also let the customer knows that I will be sending a text message confirming that I have accessed and worked in the account :)
BOGLEAD - Nicole Gonzalez: TO CLOSE THGE CHATS AND PROMOTE SELF CARE TOOLS
BOGLEAD - Nicole Gonzalez: Due to inactivity, unfortunately We have to release this chat. If you need any further assistance please contact us back at 1-855-246-246-1 or via chat. Make sure to recommend My Cricket app and the website https://www.cricketwireless.com for new promotions, account changes and balance usage. Thank you for chatting with us! Have an awesome Cricket day! =) Thank you for contacting New Cricket Dealer Chat. It was more than a pleasure assisting you today, thanks for being the best part of Cricket. Make sure to recommend My Cricket app and the website https://www.cricketwireless.com for new promotions, account changes and balance usage. Have a wonderful rest of your shift, enjoy your day, Bye!!
BOGLEAD - Nicole Gonzalez: TO SEND THE ART:
BOGLEAD - Nicole Gonzalez: Hello my name is e from customer care, I was assisting the store rep with your account via chat.
BOGLEAD - Nicole Gonzalez: WHEN YOU HAVENT DONE SO MUCH ON THE ACCOUNT JUST SEND THIS ON THE ART
BOGLEAD - Nicole Gonzalez: Thanks for being a Cricket customer and contact Cricket care to allow us make your experience with us better. Remember your due date is on 08/06/2014 for $75 We make account management easy by just accessing to My Cricket App or through https://www.cricketwireless.com Have a wonderful day!
BOGLEAD - Nicole Gonzalez: TO ANTICIPATE BEFORE MERGE
BOGLEAD - Nicole Gonzalez: Before we do the merge, the system might generate prorated charges even that the accounts are paid by now, please inform the customer about this.
BOGLEAD - Nicole Gonzalez: ANTICIPATE BEFORE CHANGE A NUMBER
BOGLEAD - Nicole Gonzalez: Please before I change the number, remind the customer will be a random number and the area code will be generated by the system according to the customer's location. Has to pay $15 for it and the information that the customer has in the voicemail will be lost. Is that ok?