Notes

Your customer may need help understanding their bill or ask for details about lower-priced options. Be sure to listen actively and discover needs to identify the best option that meets their needs.

Below are some suggested scripts along with the scenarios



General Price Increase

· "I'm glad you called us today, and I understand an increase in your bill is an unwelcome surprise. Don’t worry, I can help."

· "As a customer myself, it's important for me to know when there are changes to my bill. Let's look at your bill together."



Service or Package Price Increase

· “I know it’s concerning when prices change. There's been an increase to your monthly rate. Let’s talk about how you use your services to make sure you have the right package and features for you.”



Contract Price Increase

· “We really appreciate you taking advantage of one of those great offers! The promotional price you accepted isn’t changing. Some charges that weren't part of the promotional price, like TV Boxes, the Broadcast TV Fee or Regional Sports Fee are increasing.”

· "Thank you for being such a loyal customer. I see you're saving $XX.XX a month with your current package in a 24-month contract. From time to time, we may need to adjust fees that aren’t part of the contract."

Note: The Customer Approval script says: "Equipment, taxes and other charges are subject to change during your promotion or term contract."



Competitive Mention or a Request to Remove a Line of Business

· “We appreciate your loyalty. Together we can find a package that fits your needs and budget, and you can avoid the hassle of switching to someone else.”

· “I understand re-evaluating your service needs. We have a lot of options. Do you mind if we talk about how your family or household is using the services?”



Frustration with Broadcast TV or Regional Sports Network Fee Increase

· “I review my bills and if I have a question or concern, I call too. I’m glad you've reached me. We break out this fee to be more transparent about the cost of providing stations on our cable network."

· “I know it’s concerning to see your bill increase. Costs to provide content continue to go up and our priority is to remain transparent, so we keep these fees separate.”



Doesn’t Watch Sports

· “We offer a great selection of channels with your package including entertainment, news and regional sports networks. We strive to be transparent so there's no misunderstandings in how we charge. Let's talk about the channels you like.”



Works or Attends School from Home

· “Many of us, including myself, are working from home, and we all need fast and reliable service. Do you mind if I ask how your speed is working for you?”



Unable to Pay or Repayment Plan

· “This has been a difficult year for so many of our customers. We have options available to help our customers keep their services active.”

· “I’m here to support anyone who needs help paying their bill. You’re not alone. Let's go over some of the options we have available for you.”