TEMPLATES

GREETING
Welcome to SiriusXM messaging! My name is Liz, I will be happy to assist
you today. How can I help you, ___?

Welcome to SiriusXM messaging! My name is Liz, I will be happy to

assist you today. I will send you a form to fill out and get access to your
account and complete your request.

VERIFICATION

I understand, let me go ahead and take care of this situation for you. I will
send you a form to fill out and get access to your account.

I will send you a form to fill out and get access to your account and
complete your request.

I understand, let me go ahead and take care of this situation for you.
Would you be so kind and complete our Secure Form in order for me to
verify your account, please?

To protect your personal information and complete the verification

process, can you please fill out following the form?

To assist you better, let me pull up your account first. Can you please
provide me the following information:

1) the phone number

2) the complete address, including the zip code
3) the account holder's full name

To complete the verification process may I have your billing address

including zip code?

May I ask for a secondary phone number, please? It seems this is not
registered in our records.

It does not match, do you have the account number or the radio ID? You
can get it tuning Ch 0.

CONVERSATIONAL

Thanks for the information, allow me just a moment while I locate your
account.
Allow me just a moment while I complete your request, please.
We are working to provide you with the best experience.

I am still working on It, _____. Allow me two more minutes, please.

You will have more benefits and you will pay less

Excellent, I will send you the disclosures to receive your consent,

please read them carefully and let me know if you have any other
questions.

We send different emails to notify you about the renewal once the promo
is about to expire. My best recommendation is to contact us back before
that date to see if we can get a different promo or the same one if it is
available at that moment.

We are now all set ___! You can continue enjoying our Sirius XM with this
promo! Please let me know if you have any other questions?

Your plan has been renewed with the promotional rate.

Please let me know if you have any other questions?

For security purposes we do not take cards info over the chat, but you can
do it here

Form Does not Open

My apologies, we do not want to make this difficult to you. If you can not
open the form, you would need to contact the chat using a browser or
calling our Listener Care Team at 1-866-635-2349 or 1-866-635-5027.

Requesting a Call

I am afraid that this is chat support and we do not have the possibility to
make phone calls. You can either contact our Listener Care Team at 1-866-
635-2349 or 1-866-635-5027 or I can assist you here.

ATS
Sorry to hear that your radio is not working properly, in this case, you
would need to call our Advanced Technical Support Team at 1-866-463-
5326, they will check your radio deeply.
Cancelling

Do you want to keep the streaming service or will you be replacing the
vehicle?

And do you want the cancellation to be effective today?

Remember that you can also switch to Essential Streaming that is $8mo or
to Choice Streaming that is $4.99mo, + fees and taxes. With this plan you
will have access to the channels from one genre of your preference.

Service Continuity

The system will combine the accounts, will cancel the service on the _____
and you would need to set up the follow-up plan on _____ after the Trial
ends.

Transferred Chat

It seems that your previous chat got disconnected, I am sorry for that, I will
send you a form to fill out and get access to your account and I can
continue assisting you.

Locating Account

Here over the chat we do not have the possibility to take cards
information. If you do not have the account number where this charge is
being made, you can call our Listener Care Team at 1-866-635-2349 or 1-
866-635-5027 and they will be able to locate your account with the card
information.

GOODBYE

Idle
Are you still with me? Our session might expire soon if we do not keep this
interactive, if we get disconnected, feel free to contact us back so we can
keep assisting you.

I have not heard from you in a while and your chat window shows that
you’re idle. Please let me know if you still need assistance.
Resolved then unresponsive conversation – WEB-SMS/ABC

It seems like you may have stepped away, so I’m going to close our
conversation. Please feel free to message us again for further assistance.
Thank you for contacting SiriusXM. Have a good day!

GENERAL

Thanks for letting me assist you with your ______ and for contacting
SiriusXM. Have a good ___!

Thanks for contacting SiriusXM. Have a good ___!

CANCELLING/PROBING QUESTIONS

● For us it is very important to satisfy the needs of your customers, can

you please let me know the reason for this decision?
● __, we appreciate our most loyal customers so I would really like you
to keep the service at a lower rate extending/adding a promotion to
your account.
● I hope you don't get me wrong, but would you consider reevaluating
your service with us by getting your _____ plan for a promotional
rate?
● Would you like to get your monthly bill reduced as well as the length
of the plan?
● While I process your cancellation request can I get your feedback on
our service, we are looking forward to improving, so what did you like
about our service and what didn't you like?
● However, I'd like you to keep your streaming service; your bill will be
reduced to $__ before fees and taxes
● Is something that you're not satisfied with?
● May I know what drives you to cancel the service?

WARNINGS
● 1sr Warning - (Customer name), I am here to help you, and in order
to do that we need to keep this chat professional.
● 2nd Warning - (Customer name) if we can’t keep this chat
professional, I will disconnect the session.
● 3rd Warning - (Customer name), I will be disconnecting this chat
session. Thank you for contacting SiriusXM.
LINKS

Epay - https://care.siriusxm.com/epay?act=*1390
OAC registration - www.siriusxm.com/register
Login to OAC - www.siriusxm.com/myaccount
Login to Streaming - https://player.siriusxm.com/login
Setting up Streaming - https://streaming.siriusxm.com

NUMBERS

Advanced Technical Support Team at 1-866-463-5326

BATS (Business & Transportation Service) at 1-855-796-9847 (Spanish
support)
CCA Collections 1-877-859-9172 / Mon -Sat - 8am - 2am ET
Canada Team at 877-438-9677
Corporate Solutions Team at 855-619-2872
Gift Cards Redemption Team at 1-888-539-7474
Infotainment Team at 1-888-801-0229
Listener Care Team at 1-866-635-2349 or 1-866-635-5027
Military Verification Team at 855-868-5468
Music for business Team at 1-800-684-7050
Transferring services Team at 855-227-6738
Sales Team at 866-587-4225
Sirius Guardian Team at 1-844-796-4827 - Option # 2
SiriusXM for Students Team at 1-866-635-2349
Sirius Shop Team at 1-866-518-3922

ADDRESS PAY BY CHECK

Mail to:
Sirius XM Radio Inc.
PO Box 71170
Philadelphia, PA 19176-1170

ADDRESS TO SUBMIT RECORDINGS

Recordings can be submitted on Mp3 format to:

Attn: Music Programming Department
SiriusXM
1221 Avenue of the Americas
New York, NY 10020
PLANS AND PACKAGES

All Access

Thank you! I was able to see you have been a very loyal Sirius XM customer
since ___, for that reason, I can offer you a promo where you are eligible to
receive our All-Access Package for ___ + fees and taxes for the next ____.
This promo automatically renews, and current rates apply after the 1-year
promo is over. This is a very special promo, since the regular rate is $21.99
plus fees and taxes, it means you save money with it. This includes:

● 350+ Channels to enjoy in your car, on your phone, at home, and

online
● News, entertainment, comedy, and sports
● Ad-free music for every genre and decade, plus streaming channels
for your party, workout, and more
● Thousands of shows and videos available on demand
● Top sports talk and analysis
● MLB®, NBA, NHL®, NCAA® play-by-play
● NFL play-by-play and NASCAR® races
● Create your own stations based on artists or songs you choose
● Two dedicated Howard Stern channels, including video

Do you want me to set it up for you, now?

Select

Thank you! I was able to see you have been a very loyal Sirius XM customer
since ____, for that reason, I can offer you a promo where you are eligible to
receive our Select Package for ____ + fees and taxes for the next ____.
This promo automatically renews, and current rates apply after the 1-year
promo is over. This is a very special promo, since the regular rate is $16.99
plus fees and taxes, it means you save money with it. This includes:

● 325+ channels to enjoy in your car, on your phone, at home, and

online
● News, entertainment, comedy, and sports
● Ad-free music for every genre and decade, plus -streaming channels
for your party, workout, and more
● Thousands of shows and videos available on demand
● Top sports talk and analysis
● NBA, NHL®, NCAA® play-by-play
Do you want me to set it up for you, now?

Mostly Music

We have our Mostly Music plan that is $12.99mo + fees and taxes. This includes:
● -80+ channels in your car, on your phone, and online
● -Select news, including BBC World, Service News, and NPR
● -Select entertainment, including Joel Osteen Radio, Kids Place Live,
and more
● -Ad-free music in every genre

Premier Streaming
We have Premier Streaming that is $13mo + fees and taxes. This includes:

● 300+ channels to enjoy on your phone, at home, and online

● News, entertainment, comedy, and sports
● Ad-free music for every genre and decade, plus streaming channels
for your party, workout, and more
● Thousands of shows and videos available on demand
● Top sports talk and analysis
● NFL play-by-play
● NBA, NHL®, NCAA® play-by-play
● Create your own stations based on artists or songs you choose
● Two dedicated Howard Stern channels, including video

Essential Streaming
We have Essential Streaming that is $8mo + fees and taxes. This includes:

● 300+ channels to enjoy on your phone, at home, and online

● News, entertainment, and comedy
● Ad-free music for every genre and decade, plus streaming channels
for your party, workout, and more
● Thousands of shows and videos available on demand
● Sports talk and analysis
CHOICE STREAMING CODES

ECHO DOT
REDEMPTION
PROCESS

You may need to go to Amazon.com and follow the following instructions:

1. Click the "Get My Echo Dot" banner on the SiriusXM webpage or lookup
for the product on the Amazon.com webpage.
2. Add your all-new Echo Dot to your cart.
3. Click "Proceed to Check Out."
4. Sign in with your Amazon account details if you’re not already signed in
or create a new account if you don’t have one.
5. Select the address you’d like your Echo Dot sent to and your preferred
shipping choice.
6. Add the promotion code from above on the "Select Payment Method
Page" under "Gift Card and Promotional Codes" and be sure to select a
FREE shipping option before completing the purchase.
7. Complete your order.

ALEXA

To start listening with Amazon Alexa:

1. From within the Amazon Alexa app, select Skills from the menu.
2. Search for and enable the SiriusXM Skill from the Music & Audio
category.
3. Select Link Account and enter your SiriusXM streaming username and
password.
4. Usernames are CaSe SeNsItIve, so make sure the first letter is not
automatically capitalized when entering usernames on a mobile device.
5. Ensure there are no spaces before or after the username.
6. Visit alexa.amazon.ca on a laptop or desktop web browser if you
experience login or playback issues.

A qualifying subscription is required. Visit siriusxm.ca/alexa if you do not

have a SiriusXM Streaming subscription.

See the siriusxm.ca/amazonalexa page for more information.

Here's the Echo Dot promotion Code with the instructions on how to
redeem the device.

Promotion Code: 8CHT-JLTEQT-K3SWAV

1. Click the “Get My Echo Dot” button above to arrive at the Amazon Echo
Dot product page.
2. Add your all-new Echo Dot to your cart.
3. Click “Proceed to Check Out.”
4. Sign in with your Amazon account details if you’re not already signed in
or create a new account if you don’t have one.
5. Select the address you’d like your Echo Dot sent to and your preferred
shipping choice.
6. Add the promotion code from above on the “Select Payment Method
Page” under “Gift Card and Promotional Codes” and be sure to select a
FREE shipping option before completing the purchase.
7. Complete your order.

Document the claim being made with any pertinent information. This should
include; type of transaction (service vs. hardware), individual’s name, phone
number, account # where the charge occurred, amount of the charge, date of
charge, last four digits of the CC number in question (Never the full CC#),
and names/ID of any SiriusXM agents they previously talked to.
Instruct caller to fax /email a copy of the credit card statement along with any
other documentation showing the fraudulent charges (202-380-1636).
Remind the customer to NEVER send their full credit card number (only last
four) or any other pieces of personal information in the communication. All of
this documentation should be sent to [email protected].