GREETING Thank you for calling AT&T my name is __________. How can I help you today?

FOR BILLING CONCERN/ANY OTHER CONCERNS:

I understand the situation and I know that your concern about (STATE CUSTOMER'S CONCERN) needs
immediate attention. Rest assured that I'll have this resolved for you, "I CAN HELP YOU WITH THAT"
AER
FOR ONSET SALE CALL:
Thank you for choosing AT&T as your TV/INTERNET/PHONE provider. Rest assured that you've reached
the right person, "I CAN HELP YOU WITH THAT"
In order for me to better assist you, I will need to ask a few questions.
ACCOUNT May I have your account number please?
INFORMATION IF DON'T KNOW: How about the Telephone Number associated with the account?
IF STILL DON'T KNOW: Can I have your First and Last name please. And also the zip code.
FOR U-VERSE: 4 Digit Passcode/Authentication Question/ Call CBR on File on Line 2
FOR TELCO: 3 digit customer code/last 4 of the SSN/ Last Payment Made by the Cust (EXACT AMOUNT)/
AUTHENTICATE
Last Amount of Bill/ CBR/ Last long distance number dialed (if it's on the bill)/ Password (ALL ELEMENTS
WILL BE VOIDED IF ACCT HAS PASSWORD)
"Let me inform you that under 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, okay?"
CPNI
IF NO: By looking at your account, I will be able to see if you qualify for some savings. To do that, I will
need to use your account information, is that OK?
May I have two contact numbers starting with your cell phone so that we may reach you via phone or
CBR text with information about your AT&T services?
NOTE: Please refrain from asking the CBRs "just in case the call gets disconnected".

PROBING QUESTIONS: Can you tell me more about what's going on so we can come up with the right
LOW RES/AC
solution?
RESTATE UNDERSTANDING In my understanding, (rephrase concern). Is that accurate?
EMAIL ADDRESS May I please have your email address to send you all future communications about your concern?
Not Enrolled: Let me go ahead and enroll you to paperless billing so you will have the convenience of
accessing your bill over the web.
PAPERLESS Billing
Existing: Thank you for taking advantage of our paperless billing.
Un-Enroll: I understand that you're more comfortable with receiving paper bill ICHYWT.
For more helpful information, you can always visit our website at ATT.COM or download My AT&T APP
SELF HELP OPTIONS
to manage your service online 24/7.

(RESOLVE THE CONCERN BILLING/TECH/ PROCESS ORDER)

Notation should include:
1. Who called
2. Reason for the call
3. What you did
PROVIDE RESOLUTION 4. Next steps to be taken
5. Commitment timeframe (when applicable)
If you are unable to fulfill the customer's request, offer an alternative solution, e.g., "Here's what I can
do for you." Educate the customer on other ways of doing business with us, such as self-service
options.
Note: Avoid saying "I can't do..."
ASK ADDITIONAL CONCERN Is there anything else that I can assist you with today?

"Well, I'm glad I was able to answer all the questions you have with your __________, But I also want to
SAMI TRANSITION (VOQ) provide you further OPTIONS to make sure that you're maximizing the VALUE of your services by asking
you some QUESTIONS. So how do you and your family usually use your (service)?"
 TV SERVICE:
Can you share with me what types of programs you and your family enjoy watching?
INTERNET SERVICE:
Tell me more about how you and your family utilize the internet?
HOME PHONE SERVICE:
DQ/ DISCOVERY QUESTIONS
Can you share with me how you keep in touch with friends and family?
WIRELESS PHONE SERVICE:
Tell me how often you call, text, and surf the web.

NOTE: SUMMARIZE ALL THE INFORMATION COLLATED.

RECOMMENDATION
OVERCOME OBJECTION (AIM)
RECAP
Test for Satisfaction
CLOSING
TRANSFER VERBAGE We are currently experiencing a moderate build up in queue in ______ department. Please make sure to
stay on the line as your call will be answered in the order it was received. I want to make sure youre not
staying on the line longer than needed.
Solution: Based on what you've told me, I highly recommend our (BUNDLE or PACKAGE).
Why: Because, this package will give you more than what you are looking for. Like what you've told me
(SUMMARY OF ANSWERS). For a very reasonable price, you will be able to take advantage of a lot like
(STATE BENEFITS).
Price: "The regular price for this great bundle is $_______."
Discount: "Today, I can offer you a special promotion of $_______ off for ___ month. So you will get $
_______ monthly discount and a total of $_______ discount in a year."
Ask: "Let's go ahead and sign you up. We can have a technician come out in your location this Monday or
Tuesday, which do you prefer?"
Zip it!
I understand that you have some hesitations, can you share to me what's holding you back (insert CX
name).
Highlight the benefits of getting our service, (CX need to callback) create a sense of urgency, use pain and
gain if necessary (CX needs to talk to spouse ask if you can talk to them instead).
To make sure that everything will be properly documented on your account. You called in today about
(the reason for the call) and what we did was that (actions taken).
Disclosure: Added Service, Upgrades, Package, MRC, NRC, Prorated charges, ETF, Contract, Order
Number, Account Number, and Taxes and Fees.
"My goal is to make sure I resolve ALL of your concerns today. Have I done that for you?"
"I want to be the last person you speak with about the issue, would there be anything else that I can clear
up for you today?"
"My goal today is to resolve your concern to your SATISFACTION. Have I done that for you?"
"I personally want to make sure your stay with AT&T is effortless, I want to know if there's anything I can
further assist you with?"
Again this is (AGENT NAME), Thank you for choosing AT&T; we value your business. Dont text and drive.

T O O L S Closer Coupon (Rewards Card) UVerse & DTV

MAX First thing to pull up Agent Answer Cnt. MyCSP for DTV
CRM Everything for UVerse MyATT Zone Check to recommend for Wireless
RNS Tool for Telco MyINTRADAY & CTS (Sales tracker) (UVerse TELCO WL)
BOCRIS (Telco) MyCSP Customer solutions portal
SYSTEM X Wireless & DTV CCTool Secondary tool for adjustment
E PAY (CRM) Payments (Inside CRM) A R T I C L E S
BVA Adjustment, 3 mon. Bill UVerse Voice New Acquisition Offer # 259063
EBV History of the Bill (Reprint) UVerse TV New Acquisition Offer # 185624
ARTY Offer buddy for Telco Billing & Payment # 465181
IStore DSL Order Cool Factor (All Services) # 296688
LQS Checking if DSL is available in the location DTV # 185614
CPE Enabler For Tracking / Shipping UVerse HSIA Hub # 376389
SMART CHAT Back Office Team UVerse TV Hub # 363023
BIBA Billing Inquiries & Billing Adjustment UVerse Voice Hub # 363355
E PAY (Telco) (Inside MAX) UVerse Change of Billing Responsibility # 188876
CAP Use for technical issues & concerns Wireless Hub # 258679
Wheres my TECH Check the status of technician First Contact Resolution # 167971
LMT 2.0 Check the availability of the address UVerse Sales & Ordering # 275634