Suggested spiels for AER:
1. Payment Arrangement
Example 1: Customer just lost his job and cannot pay the bill on time.
● I appreciate you, Mr. Customer, for calling us about your bill. I know you're in a tough
situation right now. So, let’s set you up for a payment arrangement to make sure that
you stay on top of your bill.
● Oh no! What happened? Of course, I’ll help you set up a payment arrangement.
When would you like to pay the bill?
Example 2: Customer has an existing promise to pay and ask for an extension due to an
emergency.
● I know there are things that we don’t expect to happen. And you know, here in
Verizon, we make sure that we give you the best experience. Since you already have
an existing promise to pay, let’s check other options we have here for you, okay?
● I really hope that you can overcome whatever you’re going through right now. Seeing
that you already have an existing promise to pay, let me check other options for you.
2. Bill Explanation/Bill Dispute
Example 1: Customer just received the bill and noticed a one-time charge due to a plan
change.
● Thank you for reaching out about your bill, Mr. Customer. Definitely, I’d be happy to
explain these charges to you. Tell me first. What changes have you made to your
account recently?
● Absolutely! Let’s quickly pull up your account here on my end and let’s see what
happened.
Example 2: Customer has an increase on the bill due to the one-time credits they received
last month.
● I understand how confusing our bills are sometimes. And I appreciate that you called
us about this increase on your bill. Let me just pull up your bill here on my end and
let’s figure it out together. Also, do you have a copy of your bill with you so we can be
on the same page?
●
3. Disconnect/Port out
Example 1: Customer wants to disconnect a line that they are no longer using.
● I get that you want to disconnect a line that you no longer need. But, you know,
instead of proceeding with the process, let me see if I could find an alternative
solution for you, such as promotions or anything to lower your bill and still get the
best service.
Example 2: Customer wants to port out.
● It’s really sad to hear that you want to leave Verizon given your tenure with us. If you
could only give us a second chance, I could check our available promotions or offers
that you could benefit from.
4. Port in
Example 1: Customer just joined Verizon and asked about the My Verizon App.
● It’s really exciting that you decided to entrust your service to us. Rest assured that we
will give you the best experience here at Verizon. Definitely, we can set up your My
Verizon app right now which I will walk you through.
Example 2: Customer asked to add their relative who’s currently in a different carrier to their
account.
● That sounds exciting, Customer. And you know, I commend you for doing this since
it's really a smart idea. Before we start the process, let me just get all the information
I need.
5. Device Order/Trade-in
Example 1: Customer wants to order a new phone for their daughter’s line.
● Your daughter must be so excited about getting a new phone, Customer! I know this
will be memorable for her. Have you already thought of the make and model of her
new phone? Or perhaps, is there a specific make and model she wants?
Example 2: Customer inquires about a trade-in as their phone is already paid off.
● I really appreciate you having an interest in our trade-ins, especially now that your
phone is already paid off. And you know what? Currently, we have great promotions
and offers. Let me pull them up and give you the best one!
6. Deceased family member
Example 1: Customer asked to disconnect a line since the user had passed away recently.
● How are you coping? My condolences to you and your family. Regarding the
disconnection of their line, certainly, I’ll help you. Let me just quickly check your
account here. May I know which phone line we are going to work on?
Example 2: Customer asked to change the account owner as the current owner had passed
away.
● My deepest condolences to you and your family. This must be hard for you.
Definitely, I’ll help you with this process. Let me just check what we can do about this,
alright?
7. Suspension
Example 1: Customer asked to suspend their line due to military reasons.
● Thank you for letting us know about your interest in suspending your line, Customer.
Make sure you keep safe there, okay? Let’s now access your account and check the
suspension process.
Example 2: Customer lost their phone.
● I could only imagine what you're feeling right now, Customer. Especially since most of
us can’t live a day without our phones. Hoping that you can find it soon. Of course,
we do have an option to suspend your line for the meantime to ensure that no one
else can access it. How does that sound?
8. Account Management (Updates in the account)
Example 1: Customer moved to a new town and asked to change their billing address.
● Oh wow! A new environment sounds really exciting. I know you'll create great
memories there. Certainly, I can help you update your billing address. And you know
what? The good thing is we can also do it on your My Verizon app for future
reference which I can walk you through.
Example 2: Customer asked to add an account manager on their account.
● It’s interesting that you want to add an account manager to your account. And of
course, I’d be happy to help you with this. Before we proceed with the process, do
you already have your My Verizon app? This can also be done in the app and I can
walk you through it. In case that in the future you want to add another account
manager.
