Notes

Script:

OPENING:
Hi thank you for calling AT&T my name is Ysa and who do i have the pleasure of speaking with today?
Hi _______ How are you?
What can I help you with today?

*costumer will say his concern*

DO AER:
acknowledge
empathize
reassure

AUTHENTICATION:
Alright __ for us to proceed may i ask for your account number and your 4 digit passcode please?
- alright i have successfully accessed your account.


-CPNI suggested verbiage & behaviors:
While I bring up your account information, I want to ensure that we are providing the most value for all your AT&T services today. (Read the CPNI DOC).
-CPNI Statement:
Under federal privacy law, it is your right and our duty to protect your account information. May I use your information during this call to discuss products offered by AT&T companies? Your decision will not affect your service.


PROBING QUESTION (relevant to the concern):

Restate that you clearly understand the reason for the call:
[Preferred Customer Name] _____, to make sure I understand, the main reason you are calling today is to ….. Is that correct?


RECOMMEND:
*Offering a personalized solution
*Promoting AT&T products (ACP discount)
30 dollars on eligible household
75 dollars on tribal lands
Website: www.acpbenefits.com
number: 123456789


RECAP:
To recap what we have worked through together today…
You called in about…
After identifying the issue, we did _____ and we also changed _____. With these changes you will now be able to _____.
Confirmation of customer understanding:


CONFIRM:
Have I fully resolved your issue and answered any questions you may have?

EDUCATE and SET EXPECTATIONs
alright for future references you can visit our website at ATT.com or download our app on playstore and google play which is myATTapp
- manage account
- view and pay your bill
- get updated on the latest products and services offered by AT&T

THANK:
What else can you help with:
What else can I assist you with today, or do you have any other questions?
What else can I help you with today?
Thank the customer, show appreciation, brand the call—make it personal

[Preferred Customer Name] _____, it’s been my pleasure handling [Customer’s Initial Request] today. We appreciate you choosing AT&T!”
“My name is _____. Thank for being a valued customer of AT&T. We truly appreciate your business. Have a great day!”
I see that you have been with AT&T for over 10 years. Thank you so much for your business with us. We sure do appreciate it!