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(CRIFT 1) Hi this is (name) how can I make you a very satisfied customer today?
Acknowledge
Ok , let me make sure that I understand your concern, you are having issues with some charges on your bill, Is that correct?

Empathy
I understand you frustration, if the same happened to me, I would be frustrated too.

Very Satisfied #1
I’ll be glad to help you, and my goal is to ensure you’re very satisfied

Reassure
This is what I’m going to do, I am going to access your account and together we will review your bill and fix any problem.

Let’s start with your phone number. (thank you)
May I know your FIRST and LAST NAME please?
And for security purposes, May I please have the last four digits of the social security number on the account?

(CPNI) Mr./Ms.__ I would like to inform you that Under the federal privacy law, It is your right and our duty to protect your account information. May I use your information during this call to discuss products offered by AT&T companies?
Your decision will not affect your service.

I can see here on your account…

Is there anything else I can help you with today?

Very Satisfied #2
Mr./Ms.____ Are you VERY SATISFIED with my resolution?
I’m glad that I was able to assist you. I will ask a few questions to better understand your OPTIONS for you to get the best value of your services.

DISCOVERY QUESTIONS

OFFER all possible products

Quick recap/ Summary

Very Satisfied #3

Have I answered all of your questions about your CONCERN today?
Great! Mr./Ms.___ again my name is GEN and I do want to let you know, that in the next few days, you may receive a call. That call will be a survey call based on my service to you today, are you very satisfied with my service today?
I appreciate that, And thank you for choosing AT&T, we value your business!

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