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I totally understand abt the billing issue as well as the credit should be added on your account because of the issue last month
Sally is calling because she has a billing issue. She was supposed to get a credit for an issue she had last month. She also would like to set up AutoPay but doesn't have her credit card information with her.
During the scenario above, we found that the credit will be applied to next month's bill and we set up AutoPay. Provide a recap for Sally.
Recap & Close - Review and confirm resolution, thank the customer by name, and send a personal guarantee.
Self-Help - Walk the customer through applicable self-help such as the T-Mobile App. MyT-Mobile.com. Grand Central SMS to reduce their effort.
EXP:
Friendly and enthusiastic
Jolly
Human touch
RESOLUTION:
fast and reliable
someone else's shoes
Curios Knowledgeable
Extend Helping hand
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