Empathy practice

The customer is calling to update his credit card information and process the pending payment...

• Thank you for calling about your billing information. Happy to help you.

• Thank you for taking the time to let us know you need to update your credit card information. I undertand you want to keep your monitoring services for your safety, and I'll be happy to help you

• Thank you for letting us know about this. I know this is important for you, and I can help with that.

• Sure! I'll be more than happy to help you update your credit card information. Could you please provide me with your safeword?

The customer called to ask about the range between the Base Station and the sensors...

• Glad to help with that Mr. Customer. Thanks for taking the time to ask for this specific information.

• Thank you for giving us a call to ask for the Base Station range with its sensors. If I were you, I would ask the same.

• I will be more than happy to provide you with the range between the Base Station and its sensors. I understand how important it's for you that your system works properly.

• Of course! Happy to help you. In fact, that would depend on your Wi-Fi network signal.

The customer is calling to ask for help replacing the old Base Station with the new one on the system...

• Yes, you're with the correct department. Let me help you with your Base Station.

• That's very easy. I can definitely guide you through the steps to replace the Base Station on your account. Let's start.

• Sure, I can help you. However, did you receive the QR code to direct you to the steps to do it?

• Thank you for taking the time to let us know that you need help replacing your Base Station. I understand the importance of ensuring everything will work properly.

The customer is calling to request a certificate for the discount from his insurance company...

• Thanks for calling us today to request a certificate, I appreciate it. Let me help you.

• Thank you for letting us know that you need a certificate for your insurance company. I understand how important it is for you to get the discount, so I'll be happy to help you.

• I understand you need a certificate to get the discount. You can download it online.

• Mr. Customer, sure. This is a great way to save money. Le me help you with this.

The customer is calling because one of her Entry Sensors is not responding and keeps saying the battery is low even with a fresh battery...

• I appreciate you letting us know about this issue you're having with your Entry Sensor, even with a fresh battery. That's not the experience we want you to have. I'll be glad to help you find a solution.

• I appreciate the time you're taking to help you with your sensor. Let me fix this ASAP.

• I know this is frustrating, Mr. Customer. Do you have a subscription with us?

• I'm so sorry for this issue with your system. I'll need to check what is happening and help you fix this.

The customer is calling because she wants to cancel her monitoring services with us...

• I'm very sad to hear this bad news, but I respect your desicion, even if you're not going to be protected by us. Let me help you.

• Mr. Customer, I understand you want to cancel your services with us, but may I know why?

• I'm sorry to hear that you want to cancel your monitoring services, but I understand that you have your reasons. We appreciate your business with us, so I'll be glad to help you.

• I'll be happy to help you with your request to cancel your monitoring services with us. We understand you know what you're doing. Let me help you with this.

The customer is calling to reactivate his subscription with us...

• That's great! Happy to hear you want our services again. Which service plan do you need?

• Thanks for calling to reactivate our services. I can help you with that.

• I'm happy to hear you need our monitoring services back again. It's our pleasure to help you with your request.

• I'm very happy to hear you want to reactivate your subscription with us. I understand how important it's for you to protect your family and home, so I'll be glad to help you.

The customer is calling to complain about the bad customer service he experienced on the last call...

• I'm so sorry for this bad experience with the last agent. How can I help you this time?

• I apologize for the customer service you received before. That's not the experience we want you to have when calling us to ask for help. We do our very best to work with each of our customers to provide excellent customer service. Let me help you with your concern/request this time.

• I will send your complaint to our specialist department. We really care about your safety. Let me help you with your concern.

• This is not what we want. My apologies for this. How can I help you today?

The customer is calling to update her primary contact on the account...

• I can definitely help you to update your contact number on the account. Could you please provide me with the old one?

• Thanks for taking the time to update your personal information with us. Let me help you right away.

• Thank you for taking the time to update your primary contact number with us. I understand how important it's for you to receive a call from our monitoring center when having an alarm event. I'll be glad to help you.

• This is very important, thanks for the update. I can help you to do it online if you want.

The customer called to know if she can change her system settings using the mobile app...

• That's an excellent question! Yes, I'll be happy to guide you through the SimpliSafe App so you will know how to change your system settings. I understand the importance of customizing your settings according to your home security needs.

• Thanks for calling us to ask this specific question regarding your system settings. I'll be happy to help you.

• Sure! This can be done using the SimpliSafe App or Web App. I can guide you through.

• I'll be more than happy to help you to change your system settings. I understand you need this to monitor your system.