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False

True

False

True

False

Think of possible causes why your customer wants to pay their past due balance.

Skip the mind map and start asking: "How much would you like to pay?"

Think of how much your customer can pay and start creating a mind map around the possible amount they can settle.

Perform a visual audit on the account to confirm that there really is a past due balance.

Skip the mind map and perform a visual audit to identify if your customer has insurance or not.

Skip the mind map and start by explaining your customer's possible options.

Create a mind map around how your customer can replace their phone, then perform a visual audit to identify the best resolution.

Create a mind map around the possible causes your customer is asking for help.

Ask: "How can I help?"

Perform a visual audit and assume that the customer is referring to their previous issue.

Review the Customer's Journey, Quikview Memos, and Engagement History first before responding.

Empathize with your customer then transfer to Retention.

Save the customer by telling them: "We can suspend the line instead of cancelling. Until you get a replacement, you will not be charged."

Think of solutions where the customer can keep the service and get a replacement, perform a visual audit and start asking questions to identify the best solution.

Proceed in setting up a payment arrangement.

Perform a visual audit to identify if a payment arrangement is possible or not, then provide the best resolution.

Create a mind map around the possible causes why the customer can't make a payment, check if an arrangement is possible or not, then provide the best resolution.

You can efficiently identify the root cause of your customer's problem.

An accurate resolution will be provided to the customer and will prevent unnecessary callbacks.

A robotic, straightforward, resolution driven conversation.

Increase your customer's loyalty and satisfaction due to an effortless experience in resolving their issue.