Greeting

Agent: Hello, thank you for calling AT&T. My name is Jonel, how can I help you today?
Customer: Hi, I'm calling because I'm concerned about the increase in my recent bill. I was expecting
to pay $55, but my bill is for $70.

Acknowledge and Paraphrase

Agent: I understand that you are concerned about the sudden increase in charges in your recent bill
and that you're usually charged $55 per month, but your recent bill was for $70. Is that right?
Customer: Yes, that’s right.

Verification
Agent: I can help you with your concern. Can you please provide me with your name and your
account number?
Customer: Sure. Its ______________ and my account number is 14879451.
Agent: Thank you. For verification, Your name is _______________ and your account number is
14879451.
Customer: Yes, that's correct.

Hold Procedure
Agent: Thank you Mr./Mrs. Ms. [last name of the customer]. Let me put this call on hold for a minute
or two while I review your account.
Agent: (puts customer on hold)
Agent: (checks account information)
Agent: (returns to customer)

Positive Response

Agent: Thank you for patiently waiting. Upon checking your account, it looks like there was an
increase in your charges because of two reasons: late payment and exceeded usage. First, I see that
your payment for last month's bill was late. As a result, there was a late ayment fee of $5. Second,
your usage for last month was higher than usual. As a result, there is an additional charge of $10 for
exceeded usage of 10 GB with your internet plan. That’s a total of $15 added to your monthly bill of
$55 for a total of $70.
Customer: I see.
Agent: You have three ways to pay. You can pay online via att.com/myatt or thru my AT&T app. You
can also pay by phone, just call 611 from your AT&T device.
Agent: To avoid late payment fees, you can have your bills paid automatically each month by
enrolling in AutoPay and Paperless today.
Customer: Really? And why is that.
Agent: There are many benefits to having Autopay and paperless billings such convenience, security
and cost savings. Autopay is a feature that allows you to set up automatic payments for your bills.
This means that your payment will be automatically deducted from your bank account or credit card
on a regular schedule.Paperless billing is a feature that allows you to receive your bills electronically
instead of in the mail. This means that you'll receive your bills as PDFs or other electronic files. You
can then view, print, and pay your bills online or through your biller's app.
Customer: How?
Agent: To enroll your account to AutoPay, go to att.com/autopay. For Paperless, you may go to
att.com/paperless

Confirmation
Agent: I am pleased to inform you that your concern has been addresed and your bill has been
adjusted according to your preference. You may check your account details through our online app
for your assurance.
Customer: Okay.
Agent: Is there anything else I can help you with today?
Customer: No, that's all. Thank you for your help.

Call Close
Agent: It’s my pleasure to be of assistance. If you have further concerns, you may reach us through
our hotline numbers. Thank you and have a great day.
Agent: (hangs up)
 -Jonel R. Baliwag

The EAR method is a helpful way to communicate with customers who are upset or frustrated. By
acknowledging their concerns, empathizing with their feelings, and reassuring them that you are
going to help, you can build rapport and resolve the issue more effectively.

In this example, the agent acknowledges the customer's concern by stating that they understand why
the customer is upset. The agent then empathizes with the customer by saying that they would be
upset too if their bill was higher than expected. Finally, the agent reassures the customer by saying
that they are going to do everything they can to help the customer understand why their bill is higher
this month and see if there's anything they can do to lower the bill.

By using the EAR method, the agent is able to communicate with the customer in a way that is both
respectful and helpful. This is likely to result in a positive outcome for the customer, as they will feel
that their concerns have been heard and addressed.

Autopay is a feature that allows you to set up automatic payments for your bills. This means that your
payment will be automatically deducted from your bank account or credit card on a regular schedule.
Paperless billing is a feature that allows you to receive your bills electronically instead of in the mail.

There are many good things about having these kinds of options. Here are some of them:

Convenience: Autopay and paperless billing can save you a lot of time and hassle. You don't have to
worry about remembering to pay your bills on time, and you don't have to deal with the hassle of
mailing payments.
Security: Autopay and paperless billing can help to protect your financial information. When you pay
your bills electronically, your payment information is not exposed to the same risks as when you mail
a check.
Cost savings: Some companies offer discounts to customers who sign up for autopay or paperless
billing. This can save you money on your monthly bills.
Environmental benefits: Paperless billing helps to reduce the amount of paper waste. This is good for
the environment and can save you money on postage.
Overall, autopay and paperless billing are convenient, secure, and can save you money. If your biller
offers these options, I encourage you to sign up.

Here are some additional benefits of autopay and paperless billing:

Improved credit score: Paying your bills on time can help to improve your credit score. Autopay can
help you to do this by automatically making your payments on time, every month.
Peace of mind: Knowing that your bills are automatically paid on time can give you peace of mind.
You don't have to worry about forgetting to pay a bill or having a payment bounce.
Easy access to your bills: When you have paperless billing, you can access your bills online or
through your biller's app. This makes it easy to view your bills, make payments, and track your
spending.
If you're looking for a way to save time, money, and hassle, I recommend signing up for autopay and
paperless billing.

Autopay is a feature that allows you to set up automatic payments for your bills. This means that your
payment will be automatically deducted from your bank account or credit card on a regular schedule.
For example, you could set up your autopay to make your monthly phone bill payment on the 1st of
every month.

Paperless billing is a feature that allows you to receive your bills electronically instead of in the mail.
This means that you'll receive your bills as PDFs or other electronic files. You can then view, print,
and pay your bills online or through your biller's app.

There are many benefits to having autopay and paperless billing. Here are some of them:
Convenience: Autopay and paperless billing can save you a lot of time and hassle. You don't have to
worry about remembering to pay your bills on time, and you don't have to deal with the hassle of
mailing payments.
Security: Autopay and paperless billing can help to protect your financial information. When you pay
your bills electronically, your payment information is not exposed to the same risks as when you mail
a check.
Cost savings: Some companies offer discounts to customers who sign up for autopay or paperless
billing. This can save you money on your monthly bills.
Environmental benefits: Paperless billing helps to reduce the amount of paper waste. This is good for
the environment and can save you money on postage.
If you're a call center customer, you may be interested in signing up for autopay and paperless billing
because it can save you time and hassle. It can also help you to improve your credit score and
protect your financial information.

Sure, I can do that. Here is how I would acknowledge and paraphrase the situation:

Acknowledgement:
Hi [customer name], thank you for calling. I understand that you're concerned about the increase in
your charges. I'd like to take a look at your account and see what's going on.

Paraphrase:
You're saying that you're usually charged $55 per month, but your recent bill was for $70. Is that
right?

Explanation:
I see. The increase in charges is due to a few factors. First, there was a recent price increase for our
services. Second, you used more data this month than you did in previous months. And finally, we
added a new service to your account that is not included in your base plan.

Positive response:
I know this is a bit of an increase, but I want to assure you that we're still offering you a great value.
Our prices are still very competitive, and we offer a wide range of services that you'll love.

I'm happy to go over your account in more detail and answer any questions you have. How does that
sound?