Scenario #1: Billing Support

A: Hello! This is _______. May I have your name please?

C: My Name is John Lee.

A: Hi John, How are you?

C: I’m good. How about you?

A: I’m pretty good. Thank you for asking.

Tell me John, how can I help you today?

C: Alright, well the thing is that I just paid my bill today. It’s just kind of weird that I have
4 more dollars in my bill this month. Usually, I only pay like 252-253, but this month is
257, which is kind of hard. I just wanna know what are the charges, cause I look at my
bill and I don’t see any charges there, but it’s just kind of weird that it’s 257.

A: Ok, could you please provide me with your phone number? So I can get to
your bill and see what’s going on over there?

C: Alright, perfect. It’s: 732- 789- 2230

A: Ok, Thank you very much. Could you please provide me with the password of
the account?

C: It’s 1234

A: Thank you very much. Ok, I have your account here, so now let me get to your
bill to see what happened.

Ok, I have an idea of what happened. Let me ask you, do you have insurance on
your phone?

C: yes, I have insurance on my phone.

A: Ok, so basically, we have an increase in the price of the insurance. It went from
$6.99 to $7.99.

C: Ooohh, ok.

A: Yes, I haven’t seen your bill yet, but let double check to confirm.

You told me that it is 254…250…

C: 252-253 usually.
A: Ok, yes. I see that one of the phones has insurance….another one here… I
checked each line one by one, and you have 4 insurance features on your
account, so basically…

C: Why would the insurance increase?

A: This happens every 5-6 years and that happened this year. Let me ask you, did
you receive a text message or email to inform you about the changes?

C: I don’t remember if I saw one.

A: Well, ATT makes sure that each customer receives these notifications.
Basically, this change was made back in January.

C: Oooh , ok, got it.

A: Yes Sr, you did great contacting us to clarify.

C: yes, ok, thank you for letting me know that, now I have an idea of the increase.
Thank you for your help.

A: You are very welcome. Is there anything else I can do for you?

C: I think that’s it! Thank you very much!

A: Ok. So just remember again, my name is ________ and it was a great pleasure
and I really hope you enjoy the rest of the weekend. Thank you so much for your
business with AT&T.
 Scenario #2: Technical Support

A: Hi! This is ______ and I’ll be assisting you today. May I have your name
please?

C: Joy Jacks.

A: Hi Joy, how are you?

C: I’m alright, but I just dropped my phone (sad tone).

A: Awww, I’m sorry that that happened, so how did it happen?

C: Oh, well, I have one of those…uuum…it pulls over my phone, and I have my driver’s
license and everything in it. My finger got caught and the phone dropped and broke right
on the face. Do I have insurance or not?

A: Ok, let me just check that for you. Could you please provide me with the phone
number please?

C: 975-976-4907

A: Ok, thank you very much, could you please provide me with passcode of the
account?

C:I’m sorry what?

A: The passcode.

C: 7173

A:Ok, thank you very much. I’m gonna go ahead and access the account and I’ll
let you know ok?

C: ok

A: And I really sorry that that happened.

C: I’ve never, I mean, I’ve never shattered my screen before, ever..

A: Yes, I’m sorry. I’m in your account now, let me check.

Ok. Your phone number is the 4907, right?

C: Yes.
A: Good news! You have insurance on your phone.

C: Oh! Good!

So, can I get a new phone? (happy tone)

A: yes, of course you can get a new phone.

But, Joy, the thing is that the Insurance Department, Asurion, they are the ones
that will work on your case, and help you out with this.

C: It’s fine, I just did not know what number to call.

A: Yes, don’t worry. So I will be more than happy to either give you the phone
number or I can connect you with them.

C: Yes, connect me. It will be a lot easier and I don’t want to touch my screen anymore,
I’m getting glass in all of my fingers.

A: oh! It just happened, right?

C: Yeah, I’m like oh my God!

A: Ha Ha! I’m sorry. I know that you don’t want to touch your screen, but I would
like you to have at least the phone number in case you get disconnected for some
reason, you can call them directly.

I am going to send you a text message with the phone number, is that ok?

C: Sure! Great.

A: Please bear with me on the line while I connect you to the department.

I really do hope that everything works out fine at the end for you and your phone.

C: Oh, it will. Thank you!

A: Bye! Bye!

C: Bye!
 Scenario #3: Billing Support

A: Hi! This is _____and I’ll be assisting you today. May I have your name please?

C: Yes, Robert Brown.

A: Hi! Robert. How are you?

C: I’m fine thank you!

A: Perfect, thank you! How can I help you today?

C: Um, the password of my account is 1356.

A: Thank you! May I have your phone number please?

C: Yes, it’s 234-987-0934

A: Ok, how may I help you?

C: ok, the number I’m calling about is the one ending in 6579, I had a suspension put on
that phone the other day because we thought we lost it, and we now found the phone.

A: So, you would like to active it again, correct?

C: Yes, exactly.

There isn’t a charge for that, right?

A: oh no! Not at all

C: And I also have on the phone 0934, a trial thing, to have phones block, I wanna take
that off, and then just reactivate the 6579 and then, I don’t need anything else.

A: Ok sure. And where did you find the phone?

C: Oh! In my car!

A: ha ha! Oh I see. Ok, now your phone has been reactivated. Basically, you just
need to turn it off, and turn it back on.

C: Thank you very much!

A: Sure! Now you want to remove the block thing, that it’s from which number I’m
sorry?

C: 0934. She said it was a 30-day free trial, so I don’t want to pay $4.99 for that thing.

A: Ok. I understand. You want to remove it.

C: Yes, I mean nothing else is being removed from my account; everything will stay the
same, correct?

A: Give me just a second…. Let me check…ok

It’s the 0934, right?

C: Yes, that’s the only phone that has that Smart Limits thing, block on it.

A: Give me just a second…. Let me check…ok

Could you please bear with me on the line, just one minute?

C: What’s taking so long? It did not take that long when I called to put the block on it.

A: well, it’s just to make sure it’s deleted from the account, ok?

C: Ok.

A: Thank you very much for waiting. The feature has been deleted from your
account.

C: Thank you very much. What’s your name again?

A: _______.

C: Ok ______ (name of the agent), good bye.

A: Bye.
 Scenario #4: Account Support

A: Hi! This is ______ and I’ll be assisting you today. May I have your name
please?

C: Hi! My name is Sean Wood.

A: Hi! Sean! How are you?

C: I’m good. How about you?

A: I’m pretty good, thank you for asking. Tell me, how can I help you?

C: Thank you! I’m calling because I misplaced my phone around here today, and I
believe it is lost, so I just want to, uum, call and have it turn off and that, do the proper
procedure.

A: Yes of course! So first of all, I’m really sorry that that happened. Could you
please provide me with your phone number please?

C: Yes, 639-876-1234

A: Thank you, so you would like to suspend your phone, temporarily, right?

C: yeah.

A: Ok, perfect, so let me help you with that.

And, around what time did it happen?

C: Probably, around 3 hours ago. Maybe 2.

A: Ok, so you are just trying to make sure no one is gonna be able to use it, right?

C: Right.

A: Ok, let check.

Ok, just to make sure your phone number is 639-876-1234, right.

C: yes.

A: Ok, Sean, you just need to call us back, ok? If I any chance you find it.

C: Ok. How do I do a claim on the phone?

A: Sure, You just need to contact the insurance Department, Asurion, so they will
be able to help you.
C: Ok. Could you please transfer me to that department?

A: yes, of course, definitely.

C: Thank you!

A: Is there anything else I can do for you?

C: No, that’s it

A: Ok, so just remember again that my name is Rachel, and I’m really sorry that
your phone is lost now.

And the Insurance department will help you get a new phone for you now.