Signature Response [9/2020]

"Hi, I'm calling because I just slammed my phone in my car door and

the screen is totally shattered!

What are my options?"

Pick the best signature response.

• I'm so sorry to hear that. Sounds like you have rotten luck.

• Oh no! A shattered screen is the worst. I appreciate you taking the time out of your day to give us a call so that we can get you taken care of.

• Oh no! Well you did the right thing by giving us a call. As your part of your team of experts, you have reached the right person. Shattered phone screens are an inconvenience for sure but I'll review your account thoroughly to provide you with our best options. Let's get started!

• Hopefully your phone is still functional even with the shattered screen. Let's see if you have protection 360 and what our next steps are!

"This bill is ridiculous! It is always the same each month and this month it's more. Why are you overcharging me?" Pick the best signature response to give Chris.

• Hi Chris! Thank you for taking the time to call in and let us know that your bill is higher than normal. I know how important it is to make sure billing is accurate and you are paying only what is expected. As your billing expert, I look forward to reviewing your bill with you and resolving any inaccuracies. What were you expecting your bill to be?

• Sounds like you made changes you forgot about. I'm your billing expert and will happily remind you of them.

• Thank you for calling in Chris. I'm sorry. Let me issue you a credit.

• A higher than expected bill is not a fun surprise. As your account expert I assure you that together we will get to the bottom of the discrepancy.

"My phone isn't working! Every time I make a call it puts you on the phone. I paid my bill!"

• Did you make your payment on time? Maybe that was the issue?

• You're in luck! You have reached your account expert and I am going to get you back on the grid. Let's get started!

• Hmm. I am sorry you are having to call in about that. When did this start?

• You paid your bill and STILL can't make calls? That's a problem. That must be frustrating but I appreciate you taking the time to give us a call. You've reached the right person and I will get to the bottom of this. When did your calls start getting routed to T-Mobile?

"I can't pay my bill. Please don't shut my phone off" Choose the best signature response.

• I'm sorry but we really need you to pay your bill if you want to continue have services.

• We understand that things come up and thank you so much for taking the time to contact us so that we can take a look at our numerous options to help in instances like this.

• We understand that situations arise and we aren't always able to make our due dates. But thank you for staying on top of your bill and giving us a call today -- that's the first step to preventing service interruption. Let's look at options together and figure something out for you.

• These things happen. So long as you pay your bill at some point you should be fine.

"I just got my bill and there are $65 in international charges. I didn't make any international calls and I'm not paying for this" Pick the best signature response.

• If the charges are on your bill, you must have made them. If you don't pay your bill in full then your services will get suspended.

• Charges on your bill for calls you didn't make is concerning to me. I certainly don't want you to pay for calls you didn't make. Let's see what happened.

• Absolutely. I don't want you paying for any calls you didn't make either and I appreciate you taking the time to call in so that I can review your account. As your account expert I will figure out what caused the international charges.

• Did somebody else use your phone? Maybe they made the calls.

"umm I missed a call from T-Mobile." Pick the best signature response.

• It's important for you to know why we called. I can definitely find out for you.

• We certainly appreciate you taking the time to give us a call back. Don't want you missing any important information. As part of your team of experts I am committed to making sure you know exactly why we called you.

• Did you check your voicemail?

• I would like to know as well. Let me find out.

"I heard there is a new iPhone out. Am I eligible for an upgrade?" Pick the best signature response.

• You probably are. Let's get into your account and double check though.

• I always get excited for iPhone launches as well and I would be more than happy to get you into the phone you want. I will be your account expert and will review everything to see how we can get you into the latest iPhone. What color were you thinking?

• I just got the new iPhone and you will love it. Let's get that order processed. I just need your card information.

• Are you sure you want to increase your bill by opening up a new EIP?

"I'm thinking about adding a line for my daughter. It will be her first phone. How much will that cost?" Choose the best signature response.

• Yeah! I'm happy to add that line for your daughter.

• How exciting for your daughter to get her first phone and I know you are excited to be able to keep in constant contact with her. You have reached the right person and I am more than happy to help you figure which phone will work best for her as well as how much it will cost you each month.

• Thank you for taking time out of your day to call T-Mobile and your team of experts. I'm excited to help you find the right phone for your daughter as well as go over cost. I know she must be excited to get her first phone and you will enjoy having that constant contact with her. What kind of phone were you thinking?

• I would be so excited to help you find the phone that will meet your daughters needs. I recommend getting the newest iphone and the line will only cost you $20 a month. Should l get that order started for you?