ISM 17-B

Call Flow / Reviewer

1. Opening spiel – ATT branding, name, customer’s name

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.

 It’s so great hearing from you today. How you doin’?

 I hope you’re having a good day, Sophia. How may I help you?

3. After the concern – AER:

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.

4. Authenticate: *Job aid*

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.

5. CBR: Phone, text, information, AT&T services.

If you see only one contact number: Would there be any alternate numbers that we
can put on the file?
6. Clarify the issue:

 For us to achieve proper resolution, help me understand your concern even

more / will you tell me more about your billing/payment/tech issues?
 Restate in your own words – Just to make sure that we’re on the same page,
you’re calling us today because of….
 Gain agreement – is that correct?
 If it fails – Oh, please tell me more about it.

7. AER again if possible – Oh sure. I can help you with that. Let’s work on that one
now.

8. Probe *Refer to Shoppers Call Handling – myCSP for more probing

questions*

A. Billing - Specifically, what month of the bill are you referring to?

Do you have copy of your bill with you?

What charges are you specifically having a confusion with?

When did you have your bill unified?

Have you added any services prior to this call?

Or perhaps an authorized user did without your knowledge?

B. Tech – What is the error code that you see on your screen?

Have you tried basic troubleshooting?

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*

DIRECTV and ATT services suddenly combined explanation:

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.

Did I make myself clear? Or do you need more clarifications?

10.2 After providing resolution, VOQ.

>Use Start tool

>Go to $250 offers mycsp article for talking points

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. Soallow me to ask you questions,
would that be alright?

Probing questions:

 How many are you in the family?

 Do you have a husband, perhaps some kids?
 Does your family have a current mobile provider?
 How much are you paying for their services?
 How do you use your phone? Is it for internet, streaming, texting or calling?
 Do you get unlimited text, talk and data, and 15gb hotspot from their plan?
 What are your typical activities on the net?
 What are the channels that you can’t live without?
 Do you want to have an ability to watch tv using your mobile device including
1 premium channel of your choice?

11. Overcome objections

 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.

12. Situation A: Closed Sale!

A. Things to remember

1. POS disclosure. (Check mycsp article)

2. Set proper expectations (Credit Check and Sales tax)
3. Credits take effect after 2 billing cycles. They would still have to pay for the
regular price on the first and second month.

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)

14. Recap – Highlight what you’ve just done for them.

So today you called about….

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.

Do you want me to send you an email on how to install that? *Go to My

Solutions Sender*

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:

 Observe proper hold procedure - (Reason, duration, TY for patiently holding)

 Set expectations especially about the billing. (1-2 billing cycles)
 Always provide disclosures