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signature response
determining the cx needs
fix it
self help
deepening the relationship
recap and close
How would you like me to call you?
How would you like to be called?
Hi I'm calling because I cant pay my bill but I don't want my service to be disconnected.
My bill is due next week but I don't think I can pay for it.
I lost my job and I cant pay my bill but I need my service.
Greetings - A good day here at T-Mobile. My name is Christine your expert today. How can I help you?
Signature response-
self help by the way, xxx, if u would like to pay your bill the next time, i would suggest you to go to www.t-mobile.com or download the T-Mobile app for you to be able to save time and money.
I would loved you to know that I already process your payment extension request and congratulations that they already approved it for 14 days. Would that be okay with you?
And I want you to know that here at T-Mobile every Tuesday were giving free stuffs and again all you need to do is to download the app for updates.
recap and close- I just want to know how likely are you to recommend us to your family and friends
alex moon
02397541054
Option for the situation
$500
A.) pay the amount due on or before due date to avoid service disconnection
B.) pay the amount due on and installment 2 months maximum to pay
-this requires a minimum of $50 down payment.
* you may equally divide the total amount due in 2 installment
*installment payment should be done as scheduled on top of the monthly bill.
EAR (Empathy, Acknowledge, Reassurance) ARM ( Acknowledge, reassurance, Moving-forward)
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