Sample Script – Past Due

1. Greet – “Hi! Thank you for choosing AT&T, my name is _________. May I please have your
name?”
2. Ask how you can help – “How can I help you today?”

a. Empathize, if needed:
i. “I can tell that how important it is for you to be on top of your bills.”
ii. “I understand that extra charges on the bill can be (customer’s feeling) …”
iii. “I can tell how (customer’s feeling) it is to see that the bill has additional
charges…
b. Respond with “I” and “Help” including a Teaser Statement:
i. “I understand how important this is to you and I can assure you that I Can Help
You with That! While I review your account, I will also check for available deals
and offers that you can take advantage of. Please remind me after we complete
your request.”
3. Authenticate
a. Account Number:
i. “May I have your account number, please?”
b. Passcode:
i. “May I also have your 4to 8-digit passcode?”
4. Summarize, Restate the reason for call.
a. “I would like to make sure that I was able to capture your concern. You mentioned…..., is
that correct?”
5. Probe – Discover Questions
a. IOQ
i. “I will be asking you a few questions, just to make sure that you get what’s
important for you and check all options.”
ii. “Have you made changes on your account?”
iii. “How much were you expecting?”
6. Resolve the concern

a. “Upon checking the bill, it shows that there is a past due balance left on the account
which added to your regular monthly bill.”
b. Provide AER if needed:
i. “I know how (customer’s feeling) it is to see additional charges on the account.
Rest assured that I am here to help you avoid this in the future.”

c. “We can process a full payment today in order for your account to have a zero balance
so that you will have a fresh new bill next month which would only show your regular
monthly charges.”

7. Make sure every need has been met

a. “Was I able to answer the question? Or Was I able to resolve your concern?”
8. Recap

a. Restate the issue

a. Please expect that your regular monthly bill is $244 before taxes and fees.
10. Promote self-help options

a. “You may also visit the website www.att.com or download the myAT&T app on your
phone for you to manage and monitor your usages.”

11. Close

a. “Thanks for being the best part of AT&T. Again, my name is ___________. Have a
wonderful day!”

Scenario 2 – Late fee

1. Greet – “Hi! Thank you for choosing AT&T, my name is _________. May I please have your
name?”
2. Ask how you can help – “How can I help you today?”

a. Empathize, if needed:
i. “I can tell that how important it is for you to be on top of your bills.”
ii. “I understand that extra charges on the bill can be (customer’s feeling) …”
iii. “I can tell how (customer’s feeling) it is to see that the bill has additional
charges…
b. Respond with “I” and “Help” including a Teaser Statement:
i. “I understand how important this is to you and I can assure you that I Can Help
You with That! While I review your account, I will also check for available deals
and offers that you can take advantage of. Please remind me after we complete
your request.”
3. Authenticate
a. Account Number:
i. “May I have your account number, please?”
b. Passcode:
i. “May I also have your 4to 8-digit passcode?”
4. Summarize, Restate the reason for call.
a. “I would like to make sure that I was able to capture your concern. You mentioned…..., is
that correct?”
5. Probe – Discover Questions
 a. IOQ
i. “I will be asking you a few questions, just to make sure that you get what’s
important for you and check all options.”
ii. “May I please know how you usually make payments on the account?”
iii. “Can you still remember when the last payment was sent?”
6. Resolve the concern

a. “Upon checking the bill, there was a $9 charge for Late fee because your payment for
last month was posted 2 days after the due date, which is the 6th of the month.”
b. Provide AER if needed:
i. “I know how (customer’s feeling) it is to see additional charges on the account.
Rest assured that I am here to help you avoid this in the future.”

c. “We can process a full payment today in order for your account to have a zero balance
so that you will have a fresh new bill next month which would only show your regular
monthly charges.”

7. Lead Recommendation

a. AutoPay

i. “I recommend that I sign you up for AutoPay wherein your payments will be
deducted from your preferred payment method, be it your debit/credit card or
savings/checking account on your due date. Let’s get that started.”

b. Online

i. “If you think that AutoPay is not an option, you may also do your payments on
the website www.att.com or you may also download the myAT&T app so you
will have the capability of manually paying it.”

c. Automated System:

i. “You may also take advantage of our automated system for manually paying
your bills by calling this number, 1-8002882020.”

d. If the customer declines and wanted an adjustment…

i. “I can sense the need of getting the fee removed from the account, Tabitha. The
late fee is automatically applied to the bill if a payment was not posted on the
due date. But if you consider using the payment options, I gave you, I can assure
you that this fee will be avoided.”

8. Make sure every need has been met

a. “Was I able to answer the question? Or Was I able to resolve your concern?”
9. Recap
 a. Restate the issue
b. Highlight the resolution.
c. State any change on the account (if there is any)
10. Clearly explain what they can expect next

a. “Your estimated monthly bill is $182 +taxes and fees which is due every 6th of the
month.”
11. Promote self-help options

a. “You may also visit the website www.att.com or download the myAT&T app on your
phone for you to manage and monitor your usages.”

12. Close

a. “Thanks for being the best part of AT&T. Again, my name is ___________. Have a
wonderful day!”