Notes

*Trouble signing up
- I do understand that you are having trouble with signing up. I know it's a bit overwhelming and I know you want to create an account without hassle but no worries, since you got me on the line I will be happy to walk you through to sign up easily.
- “I see, you know signing up on google could be confusing and I get you with that. But rest assured, I got you and I’ll walk you through the signing process so it would be much easier for you, alright?”
Probing Question:
- which part of signing up you are having trouble with?
- what error message do you see when you are trying to sign up?

*Confuse with the steps
- i truly appreciate your time and effort taking your time to call us regarding the confusion of the steps on signing up. I know you want an easy step because as a customer we want a hassle-free steps.

*Upgrade the plan
- I truly appreciate that you like the services we offer and want to upgrade your plan, and I know you want the best plan and experience more features from our plan. No worries, since you got me on the line, I will be more than willing and happy to assist you to upgrade your plan.
Probing Question:
- since you want to upgrade your plan, what plan do you currently have?
- what services are you considering? Like more data or more call and text?

*Paying more than what I am getting:
- Thank you for bringing this to our attention. I do understand that you value your money and I know you want to know what you are spending with your hard earned money. No worries, allow me to discuss with you what are some of the services that are included with ur plan.
Probing Question:
- What plan do you currently have?
- have you reached the maximum data usage?

*Want an American representative:
- I do really understand that you want to talk to an American representative, I know you want a seamless and comfortable transaction. You have nothing to worry about because I am also knowledgeable like the American representative and trained for this, just give me a chance to help you with your concern and I will try my best to meet your needs.

*Keep transferring me:
- that's not good to hear! I do understand how important and value your time is and I know you want your concern to be resolved right away. I am also a customer and I want to be heard and assisted right away. Rest assured, since you got me on the line, I will be more than willing to assist you and make sure that your concern is resolved before the call ends.

*I got hold for more than 10 minutes:
- that's not good to hear! I do understand that you value your time and I know you want your concern to be resolved right away. I am also a customer and I want to be heard and assisted right away. Rest assured, since you got me on the line, I will be more than willing to assist you and make sure that your concern is resolved before the call ends.

*I want to know what is the Best plan:
-Thank you for choosing google fi! I’m glad you’re interested in our plans and service. I know you want to get the best plan that suits you. Rest assured, I am here to help you out and see what plans here could best fit for you. Alright?”