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Hello, thank you for calling AT&T. My name is Mickey, more than happy to take care
of you today. May I get your full name please? How would you like me to call you?
2. Try to engage customer with a small talk and know the concern.
A. Acknowledge
Thank you so much for alerting us regarding your…
I do appreciate that you called us today regarding the…
B. Empathize
I’m a paying customer as well so I know the value of each penny.
I’m a customer as well so I know the value of your time.
I’m a customer as well so I can imagine your situation right now.
I’m a customer as well so had been in your situation, I’d call my provider
too.
I completely understand how you feel…
C. Reassure
So no worries, you’ve reached the right person and I got that issue
covered for you. I can help you that.
So don’t worry. I can help you with that, I will take care of you and
your account today so you’d have the best AT&T experience.
But don’t worry. Let’s work on this together today so you’d have the best
AT&T experience, okay? I can help you with that.
No worries, I can help you with that. I got that one covered for you so
let’s go ahead and work on this today so you’d have the best AT&T
experience.
For verification purposes, may I have the passcode associated with your account?
*If failed, proceed to Q and A and offer to reset the password after solving the
concern.
If you see only one contact number: Would there be any alternate numbers that we
can put on the file?
7. AER again if possible – Oh sure. I can help you with that. Let’s work on that one
now.
A. Billing - Specifically, what month of the bill are you referring to?
Do you have copy of your bill with you?
B. Tech – What is the error code that you see on your screen?
Unplugging and plugging back the cord? Turning the modem on/off?
9. Bring the customer to the process – Okay, to resolve that, let me just seek
my resources so we can resolve your concern today/ so I can answer your question
accurately.
TIPS:
As you work with the concern and you need more time:
There will just be a moment of silence for about 30 secs but stay on line. If
you have other concerns in mind just voice them out okay?
SSO - As I am working on this, I just want to ask you. Have you visited att.com
or have you downloaded my att app?
10.1 Come up with recommendation: Based on what you told me, I found the
perfect package for you… *discuss package and relate it to customer’s WINs*
Well, you mentioned that your services have been combined during the Month of May
and since then, you haven’t paid your DIRECTV service right?
That is because, during that month, AT&T has JUST alerted DIRECTV regarding
the unifying process of your bill. Therefore, the charges during the month of May
have been added on top of your June Bill. However, during that month, the
billing date of your Direct is too close to AT&T’s. Since we’re billing in advance,
we didn’t have enough time reprint your bill including the DIRECTV charges.
That caused the accumulated amount that you currently see on your Directv service
for this month. Those are actually equivalent to 2 months of Directv unpaid
charges. That’s why we advise our customers to still pay their bills manually
before the unified bill arrives.
Now since that we already resolved your initial concern. Something just popped up
on my screen. Since I mentioned that I care for you as a customer, I want to make
sure that you’re getting the best value of our services and there are actually some
exclusive options for loyal customers like you that I can see here and mind you,
this could really save you a lot of money. So allow me to ask you questions,
would that be alright?
Probing questions:
Well, what’s holding you back? You mentioned that …. and my offer is perfect
for your needs.
I understand that you don’t want to change your mobile provider, but in the
future, I’m concern that you might regret not taking this offer. Imagine, 250$
discount per line? And you would have a high-end discounted device?
Unlimited text, talk and data. You even get to enjoy 15gb hotspot that
you can share amongst your friends. Plus, you can even livestream your
favorite shows even where you’re on the go.
This is something that I really want to get if only I have an opportunity like
you do.
A. Things to remember
13. Situation B: Customer still didn’t take the offer – Thank you for listening to that
offer. Just know that in case you change your mind in the future, remember that this
is only available for today so if you won’t get it, you just lost the opportunity to
receive a hefty discount like this. (If they still rejected it, proceed to recap)
And this is what I’ve done for you… We did not do any changes on the account.
15. SSO – Should you have questions in the future, you can actually download the
my att app and att.com to know more about your current plans, even make
payment and manage your bills and usage. Basically, it caters everything you
want to know as our valued customer.
17. Notate – If that’s the case just give me a minute to properly document this call,
okay? Check mycsp - *182668
18. Ask for other concerns – Any other concerns that we can resolve today? Any
questions that I can answer for you? Have we addressed all of you concerns today?
19. Closing spiel – World class service, Name and AT&T Branding
My goal for today is to provide you world-class service. Was I able to deliver to
you. *cx name*? I appreciate that feedback.
It has been a pleasure assisting you. Once again, my name is Mickey. Here
in AT&T we truly value your business with us. Enjoy the rest of your day.
NOTES:
I would like to thank you for all of the great opportunities you have given me
as an employee of this company. You have believed in me although I’m a total
newbie and I will always hold on to this belief no matter where life takes me. You
expressed your great vision in each of us as your trainees. Furthermore, you
treated us as your children and it never occurred to me that you only go to work
for the sake of “getting it done.” The passion in your eyes as our trainer is
commendable. I will not be surprised that if someday, you will achieve greater
heights.
Although the duration of my stay had been brief, I have learned lessons to
live by about this industry. Working with you, my fellow employees and SMEs gave
me so much memories and lessons which I will carry as I progress in life. VXI will
always be a company that I will look up to, due to its passion for people which I
have proven. Never it did discriminate somebody regardless of age, sex,
educational attainment or religion. I know that the skills and lessons that I have
developed while working at this company will be extremely useful for my self-
growth and self-discovery.
Respectfully yours,