Notes

Warmly Welcome
Standard Greeting
Hello, my name is Renz A. I'll be happy to help you. May I have your name, please?
How can I help you today?
ADD Hi, INSERTCUSTNAME! Thank you for contacting AT&T. I understand that you need help with INSERTCUSTISSUE. Is that correct?
I can help you with that!
ADD INSERTCUSTNAME! I understand that you need assistance with resetting your password. Is that correct?
Greeting for Transferred-In Chat
Hello, my name is Renz A. I noticed that you were speaking with another representative. Please give me a moment while I review your previous interaction. I'll be happy to pick up from where you left off.
ADD Thank you for holding INSERTCUSTNAME. I have read the previous interaction and as I understand it, you need help with INSERTCUSTISSUE.
I will be happy to help you with that.
Acknowledgement
Thanks for bringing this to our attention.
ADD Let me make sure we are on the same page. You want to INSERTCUSTISSUE. Did I get it right?
ADD I understand you have questions about INSERTCUSTISSUE.
I see you will be driving. This can wait. Please reply HELP when you are available to text.
New Customers
I have your account up and I see that you are one of our new customers, thank you for choosing us as part of your everyday Entertainment!
Loyal Customer
I have your account up and we're happy to have you as a loyal AT&T customer. We look forward to providing you service for years to come and thank you for your continued support!
Empathy
ADD I know how important it is for you to INSERTCUSTISSUE.
If this happened to me, I will definitely feel the same way.
ADD I can understand how important it is to INSERTCUSTISSUE.
ADD I can relate to your concern with INSERTCUSTISSUE.
Reassurance
I can definitely help you with your questions and we will resolve this together.
We will work together to get this completed.
Just sit back and relax. We'll find the right resolution for you.
Let's work on this together so we can resolve your concern.
Let's work on this together so we can resolve your reason for chatting today.
Quick responses and power words
Awesome!
Great!
Fantastic!
Amazing!
Excellent!
I'm really glad to hear that!
Thank you for sharing that information with me!
No worries! I'm happy to check for you.
No worries! I'll be more than happy to handle your request!
Thanks so much!
Hold Statements
Please allow me a moment, while I access your account.
Thank you for your time. I am still researching this for you. Please allow me a little more time.
Thank you for waiting, I truly appreciate your patience.
Sorry for the delay.
I am sorry, I sent that by mistake.
I apologize for the inconvenience you have experienced.
Authentication
For your security and to ensure we protect your privacy, I must authenticate your account before I can access your records to assist you. Please verify your verbal account password.
Could you please provide the four digit Passcode associated with this Account?
ADD Could you instead please provide the Answer to the Security Question, which is INSERTSECURITYQUESTION?
Perfect! I have authenticated your account.
CBR Disclosure
May I have a MOBILE number so that we may reach you via phone or text with information about your AT&T services?
Updating CBR
ADD Would you like us to update the number on file to INSERTNEWNUMBER?
Need email address
May I have your most current email address to ensure our records are up to date?

Uncover Needs
Discovery question
What email/access ID have you used to log in?
What error message did you get upon logging in?
May I know what service you would like to gain access to?
Identify the END STATE
May I please ask what are you about to do in your account online so that I can further assist?
If Account/Online Log In is LINKED or COMBINED
I see here that your DIRECTV account is linked with AT&T. That means, we need to use the same access ID and password to access both accounts including streaming websites. Do you know your AT&T ACCESS ID?

Personalize Solutions
Digital Adoption
I'll be happy to walk you through resetting your password online. Would you prefer to use your computer or smartphone?
You will now be prompted to enter several pieces of information. Please enter all information requested, clicking the 'Next' button when appropriate. I am happy to wait while you complete this process.
I'll be happy to walk you through resetting your password online. Please https://www.att.com/olam/loginAction.olamexecute or https://www.directv.com/DTVAPP/login/login.jsp?_requestid=837276 and click on 'Forgot Password'.
The link is located under the username/password input fields.
On the next page, please enter the User ID you'd like to reset the password for and your last name (for verification).


Not Registered
It shows here that your DIRECTV account is not yet registered online that's why you can't log in. Here's what I can do to help, please use this link to register online: www.directv.com/register
ADD Please enter your account number INSERTACCOUNTNUM and last name INSERTLASTNAME. Kindly skip the phone number & credit card option. You will be prompted to enter your email address and create your personal password on the next page.
Forgot Password – Steps
Let's get started. From the att.com home page, please click on “Forgot User ID” under the blue Login button.
Next, this will take you to the “Forgot User ID / Password” page. Under the User ID section, enter your contact email address and click “continue”. If correct, your User ID will be sent to your email address.
Once you have reset your password and got logged in, please let me know.

Gain Agreement
Offer additional assistance – General
Would there be anything else that I can assist you with?
ADD INSERTCUSTNAME, what other questions do you have for me?
We want to make sure that we completely resolve all your questions. Is there anything else that I can help you with?
Setting of Expectations for Transferring Chats
This may take 5-7 minutes as they have a little bit higher chat volume than normal. Please stay connected/keep our chat window open and rest assured that the very next available agent will be with you shortly to ensure all your concerns are fully resolved today. No worries, the next agent will still be able to read the above conversation. Please bear with me a moment.

Thoroughly Educate
Streaming
Once you are able to log in you can check on this link for your reference, this will walk you through on how to stream on your computer and mobile devices. This way, you'll be able to enjoy your DirecTV service even when you're not at home. Please https://support.directv.com/streaming-dtv/3890
Paying Bills online
Kindly go to this link to see the walkthrough on how to pay your bill online. This would be really convenient for you since it's an effortless way to pay your bills. Please https://support.directv.com/billing/3015
Checking the Bill
You can also go to this link to see the steps on how to view the bill online. This way, you'll have access to your bill anywhere so long as you have internet connection. Please https://www.att.com/esupport/main.html#!/directv/topic_accounttopic_billing1
GHOST CHAT SPIEL
I don't mean to rush you. I just want to make sure that we are still connected?
I haven't heard from you in a while. Do you wish to continue this chat?
I am ending this chat session since I have not heard from you. If you wish to chat with AT&T again, please open a new chat session. We look forward to serving your needs now and in the future.
Abusive Language Warning
Please refrain from using profanity or abusive language.
Final - Abusive Language Warning
I am ending this chat session. Please send us a new chat without profanity and we will be happy to assist you.
Evacuate - Must End Chat
I'm sorry but we have been asked to evacuate the building. Would you please contact us via chat at a later time?

Sincerely Thank
Customer Appreciation
ADD Congratulations on being the best partner a representative one could ask for! Thank you very much for your patience and for your cooperation. I could have not done this without you, INSERTCUSTNAME!
You are awesome!”
Thank you for your time and effort in working with me to resolve your concern. I really appreciate it!
Standard Closing
ADD INSERTCUSTNAME, Thank you for choosing AT&T. We know you have many options for your Entertainment Services, and appreciate your business. To close this Chat session, please click the X button at the upper right hand corner of the chat window. Have a nice day.
ADD INSERTCUSTNAME, thank you for choosing AT&T for your Entertainment Services. Please call the number I gave you and a specialist will be ready to get your issue resolved. Have a wonderful day! In order to end this chat, please click the (X) button.