QUICK
Hello!Good day!Thanks you for bringing this to our attention.I can certainly help you with yourThank you for allowing me to help you on this.Thank you for understanding the process and with what I can do on my end .Again, thank you so much for your time and patience with me on this
VALIDATION
For account security, kindly verify your full name, billing account number and email address please .
May I also have the account passcode ? It's a 4 - 6 digit code.
May I also have your name and mobile number ?
PROBING
May I know what particular channels you're fond of watching ?
Do you watch Sports channels, especially your local team ?
What type of programming do you and household members enjoy?
CANCEL
Thank you for bringing this to our attention
I understand that you want to cancel your line, and I'm sorry about that . May I know the reason why ?
Let's go ahead and check your plan options based on your usage and compare rates , and make sure that you are getting all our current promotions and discounts.
I know times are hard to you know, I'm positive that you can get through this though
It's such a shame for us losing a valued customer , I wanted to ensure we check all our options for you, I can get you connected to our customer relations department regarding this matter
I know how it feels being charged for something that is not being used, I will help you on this
Here's what we can do we will check the contract information first , so we can validate if there will be any termination fee associated on the line if we cancel it
I can certainly help you with your account , I understand that you're planning to cancel your DTV service, please allow me to check on your account status such as your contract and also check for Exclusive Loyalty Offers we have for this account in case you're not decided yet.
BILL / DISCOUNT
I understand that you want to validate the charges on your account, I can help you with that .
Let me just access your account, so that we can review and validated the billed charges, and if there is something that is not right, then we will have it corrected, we will also check for available loyalty promotion you can avail and we will have it added on your account
As I have checked your new promotion just expired xxx month , the new promotional discount will be available within 1 - 2 month as it's being based on your account status . we will just need to wait for the new promotion to be generated and we will have it added on your account .
This promotion will bring your bill down to XX from XX, after this expire your regular bill will be back to XXX , don's hesitate to contact us back so we can check for new promotion we can add based on your account status
Let's go ahead and check your plan packages, and make sure that you are getting all our current promotions and discounts
PAPER BILL
•AT&T reduces the use of paper bill and encourages our clients to go on "Paperless" as part of our participation in lowering the carbon footprints to save the environment.
DATA USAGE
Mobile technology is the technology used for cellular communication. This means you are using cellular data certain type of usage may come from GPS navigation embedded web browser and instant messaging client this means the line is just using up most cellular data. One of the common causes of high Data Usage is with the apps and services on your phone. Any apps/services that require logging into a server such as Emails or social media apps (Netflix, facebook, Skype etc.) continue to consume background data while you are still logged in.
COMPLETED BOGO
Upon checking here the -$21.67 credit is set to be applied for 30 months, and as we trace the number of credit that was applied it shows that the credit applied last Nov 21 is the 30th credit for the line. So that completes the $650.00 discount offer from the phone you have purchased from this line
RESPONDING TO OBJECTIONS
I understand the need for as much savings as possible, and I am here to help you have exclusive loyalty discounts available just for you.
Thank you for sharing your concerns with your monthly bill. I've got to let you know about this amazing deal we have for our loyal customers, these are exclusive discounts for you.
SUSPEND
Another option for you to save is to have your service suspended, during that time there will be no bill that will be generated, this can be done anytime as long as the account balance is zero, and this can be set up to 6 months .
Thanks / Appreciate
Thank you for understanding the process and with what I can do on my end
Thanks as well for your time and patience with me on this .
You're so much welcome, my pleasure
UPSET
I am sorry for the experience you had with AT&T and I know my apology won't suffice of the trouble but I will make sure this gets to the higher management.
I know no amount of money can pay the inconvenience you had but please accept it sincerely from me.
I know I cannot change the fact that you have lost your time and effort on getting this resolve but I thank you for the time you have given me to turn things around for you today.
Clearly we have upset you and we are sorry. I am here to resolve the issues.
I understand and I am really sorry about all the trouble you have been through.
This is definitely not the experience we want you to have with our service, I assure you that I will use all my resources to resolve this for you today!
I totaly understand that this is frustrating I am confident that we can resolve this issue today I understand and I am really sorry about all the trouble you have been through. Thanks again for allowing me to help you on this .
I just wish I can have this process for you right now
As a paying customer I truly understand your situation.
I can understand your frustration (NAME).
I'd surely feel the same way if this happened to me.
I'll do everything that I can to help you today.
I can see that you have been chatting about this issue for a long time now.
I know you have other things to do as well.
I am very sorry for any misinformation. Let me explain it further
I'll work on resolving your (CONCERN) as fast as I can. I understand where you are coming from (NAME).
Thank you for allowing me to explain the process and for listening to what I can do on my end.
Since I have exhausted all possible options on my end, let me go ahead and coordinate with my manager to see what else we can do.
I realise that this situation is difficult, but let’s try and find a solution•I would feel the same in your situation, but we will sort this out…
If I were in your position, I think I’d feel just as you do
Now that I am aware of the situation, I will definitely try my best to fix it for you
I completely understand why you’d want that
We'll work together in making sure this is settled today!
I am positive that by the end of this chat, we'll be able to clear things for you and ensure that you only have all the best in your account!
I am with you in making sure you are only charged correctly and everything is resolved today!
I am here to ensure that everything is processed as you wish today and you don't have to worry about this same issue again.
Thank you so much for your feedback, it really helps us grow
I really appreciate you letting us know
Yes, I appreciate your feedback regarding this matter, this would help us improve our customer service, I'll ensure we'll let your voice heard, we'll go ahead and check the representative you spoke with and ensure a proper coaching will be done
I'm sorry to know that the previous chat was disconnected ,
Transfer/ RC 1
Please consider this as a continuation of our conversation
As I have checked your have a special account that is being handled by our Residential Account Support, in this case we will need to partner this to the said department so that we can gain full access into your account and work on the issue.
I understand that you want to work on your XXXXXXXXX account, since my access is limited to DirecTV under loyalty , we will just need to partner you to our XXXXX so that we can work on your xxxx issue
I've already raised your issue to the respected department so you don't have to repeat your self .
May I please have the number we can use for call back ?
This is definitely not the experience we want you to have with our service, I here to help
ESCAL
We are working through your concerns, and I am sorry we have been unable to reach a resolution that meets your expectations. Please give me a quick minute or two to partner with my Supervisor and get further assistance within our chat session
We have been working through your concerns, and I am sorry we have been unable to reach a resolution that is acceptable to you. May I reach out to my manager to assist us?
I understand you have been through such an experience. Bear with me as I engage my manager to get someone of higher authority to further assist.
MESSAGES
Thanks Giving
Wishing you the happiness of good friends, the joy of a happy family, and the wonder of the holiday season. Have a memorable thanksgiving!
DTV
While waiting, just a friendly side note, you can check your usage using the myatt app. Just go to My wireless and click on See all usage! Also, you can have free data streaming on your phones using DirecTV NOW app where in you can watch your favorite TV shows and movies on your phone, tablet anywhere, everywhere.
I would also like to share to you that With DIRECTV NOW you can stream live TV & more. Our Gotta Have It package includes 120 live channels, premium programming options, and you catch the shows you’ve missed with our more than 25,000 on demand titles. No credit check or annual contract is required. There won't be any effects if you decline, I just want to inform you of your current promotion.
Christmas Day
May this festive season sparkle and shine, may all of your wishes and dreams come true, and may you feel this happiness all year round. Merry Christmas!
New Year's Day
May this year give you the opportunity to follow your dreams, love like there is no tomorrow and smile unconditionally.
St. Patrick's Day
I hope you find yourself blessed this St. Patrick's day. Easter May you feel the hope of new beginnings, love and happiness during this joyful Easter holiday.
Closing
Thank you as well for your time and effort in chatting with me and allowing me to assist you with your wireless needs today.
All for you! Before we go, I would like to say thank you for working with me to resolve your needs today. I appreciate all your time and cooperation.
All for you! Before we go, I would like to say thank you for working with me to resolve your needs today. I appreciate all your time and coo
FILLERS
I'm reviewing the account now, please stay online
I'm still working on the account, please stay online
Please stay online as we process your request.
I can certainly help you with your
All the best!
We're waiting for the confirmation now, we just want to make sure that the charges are applied
I'm validating the charges now, please stay online
I'm checking on the billed usage now.
Almost done. We just want to make sure that every thing is settled and I'll update you once it's done
I am now reviewing the most recent bill to understand what the charge is
I appreciate your patience. I am still here, checking the charges.
I am reviewing the previous bill now
I am comparing the most recent bill and the previous bills now
Almost done in processing (insert change).
I am just waiting for the system to update your account to ensure everything is good to go. I'll let you confirm it on your online account after
I am just waiting for the system to update your account to ensure everything is good to go. I'll let you confirm it on your online account after
I understand that this concerns you. I am here to get this resolved
I am sorry to keep you waiting I just want to make sure that everything is straightened out before we end this chat.
Thanks
Thanks as well for your time and for understanding the process and with what I can do on my end, I appreciate your time and your patience with me on this
FOR ECOACHING
I have fully read and understand the coaching log that was uploaded. I am aware of what I will need to do moving forward. I hereby acknowledge this with my full consent.
SAVE SAVE SAVE
Switching providers is not answer; only stimulates programmers to keep increasing customers' costs no matter who provides TV service.
I can certainly understand your point on new customer offers and current customers offers.
We provide new customers our best offers because we would also like them to have a chance to enjoy it like you did, when you just signed up for DIRECTV service.
However I'm here to check all of my resources to help you in lowering your monthly bill
The purpose of this offer is not to make existing customers feel left out or unappreciated, and I am very sorry if it did.
These promotions changes frequently, and they are given based on the account qualification. (For Example: Tenure of the account, Programming, Payment History and Credits/Offers previously applied).
I understand reducing expenses is important to you. Believe me, I try to do that too!
MAINTENANCE:I would like to thank you for your patience while our systems are undergoing planned maintenance/being optimized for performance. I would be happy to help you resolve this by answering general questions as I may not be able to access your specific account at this time.As you close the interaction, thank the customer for their patience and provide guidance as to when our systems will resume normal functionality.
OUTAGE AT&T is constantly optimizing the network to deliver the best possible wireless service by:
Adding new cell sites.
Adding bigger data pipes to increase data speeds, fewer dropped calls, and improved service quality
Dropped calls, failed call attempts, and poor call quality can occur for a number of reasons - including but not limited to:
Terrain, weather, and foliage. Building and other construction Signal strength, high-usage periods, and other factor
Capture incident and submit network feedback.
Inform customer the feedback is considered for future network enhancements. No specific follow−up action is performed with the customer.
Educate customer on how to report network feedback with AT&T Mark the Spot App. If customer qualifies, (excluding WHP devices) discuss Wi−Fi Calling. Terms and condition This email address will be used to send the Terms and Conditions acceptance email and updates on the order status.Please take note that shipping or delivery cannot be completed unless Terms and Conditions are acceptedYou can accept this online at att.com/tcFree Samsung budsStep 1 Pre-order the Galaxy S10 or S10 between 20th February 2019 and 7th March 2019 from a participating retailer, step 2 Open the Samsung Members app on your new device. If you don’t have one, create a Samsung account. Complete the claim form in the benefits section, providing purchase details, IMEI, a digital copy of the proof of pre-order receipt and your personal details. This step must be completed between 8th March and 8th April 2019. step 3 You will receive an email within 7 days to confirm your claim has been validated, as well as to tell you when your gift is being dispatched. step 4 Once validated you will receive your Galaxy Buds within 30 days via postal service.
Data Increase Spiel : I know it is important to know about the change. I confirmed that the notification you received is for being a valued customer of AT&T. We are giving back to all our customers with Mobile Share Value Plans by doubling the data from __ to __ with only ( $5 or $10 ) increase. There are no other changes, this does not prorate the bill and no loss of rollover or bonus data. Explain/ Educate: This is actually a promotion for customers who are still on the Retired Mobile Share Value Plans. You have __GB and we made it ___ MB. And instead of charging $15 per GB, we give all the _GB for only $5/$10. More data to use for your Social Media, streaming and playing online games.
I feel the importance of being able to manage your plan without compromising your usage and this promotion is great since you get more data to use instead of getting charged overages.