The purpose of this article is to give examples of the various scripts to use while

speaking with U-verse customers on support calls.Opening and ClosingCall OpeningUse

the following to create a call opening:Brand AT&T.Clearly state your name.Advise
the customer which department they have reached.Verify the number being
reported.Include an offer to help.Use the following approved Opening Scripts - Tier
1:Thank you for choosing AT&T, This is [agent's name/ID] with U-verse Support. May
I have thetelephone number you are calling about today? [Pause for answer] How may
I help you?Thank you for calling AT&T. You have reached U-verse Support. This is
[agent's name/ID]. Wouldyou please give me the telephone number associated with
your account? [Pause for answer] Howmay I help you?Thanks for choosing AT&T. You
have reached [agent's name/ID] in U-verse Support. Pleaseprovide me with the phone
number you are calling about. [Pause for answer] Thank you, Howmay I help you?Use
the following approved Opening Scripts - Tier 2:Thank you for calling AT&T U-verse
Tier 2 Support. My name is [agent's name], and my ID is[agent's ID]. May I have the
billing account number or telephone number associated with theaccount you are
calling about today? And with whom am I speaking? Can I have a good call backnumber
just in case we are disconnected? May I also have your preferred e-mail address so
I canmake sure your account information is current? My goal is to ensure you are
very satisfied andyou may receive a survey to rate the service I provide today.Call
ClosingUse the following points to create a great closing:

Statement of goal.Verify Satisfied with Resolution.Verify Satisfied with

Escalation.Tier 2 agents follow Escalation Process related to response.Show
Appreciation for the customer.Brand AT&T.Use the following approved Closing Scripts
- Tier 1:Resolution:Mr./ Ms. [customer's name], it was my goal to ensure you were
very satisfied with my service. Ihope I have resolved your issue. Thank you for
choosing AT&T.It was my goal to provide you with very satisfied service today. You
will receive an e-mail askingyou to rate my service. To make sure that you will
receive this feedback e-mail, may I have yourpreferred e-mail address? [Pause for
answer] We appreciate your feedback and value you as anAT&T customer. Thank you for
choosing AT&TEscalation:Mr./ Ms. [customer's name], in order to ensure your issue
is resolved and you are very satisfied, Ineed to get a specialist involved. [Follow
transfer procedures.]Use the following approved Closing Scripts - Tier 2:Empathy
Statement:I will be happy to assist you with this and I do apologize for any
inconvenience you may havebeen caused.Power Statement:I will be glad to assist you.
I can help you with that.Closing Scripting:It was my goal to provide you with
excellent service and to ensure you are very satisfied. Wevalue you as an AT&T
customer and hope you have an excellent day/evening! Thank you forcalling U-Verse
Tier II Technical Support.Assure CustomerThe purpose of the Assure Customer phase
is to assure the customer that you understand andown the issue. Your statement(s)
in this phase must accomplish the following:Express genuine, relevant
empathy/apologies as needed.

Confirm understanding of the customer's issue (Restate).Assure the customer that

you will be able to help them (Ownership).Inform customer what you are about to do
and why.Ask permission to move forward.Convey respect.Use the following approved
Assure Customer Scripts:I understand, Mr./ Ms. [customer's name], we need to
resolve [state the issue]. I just need toask a few questions so we can resolve
this. Is that okay?Mr./ Ms. [customer's name], I know how frustrating it is when
your remote does not work. I justneed to ask you a few questions so we can resolve
the issue. Is that okay?Mr./ Ms. [customer's name], I know how frustrating it is
when your TV is not working properly. Ican certainly help. I just need to ask a few
questions to determine the cause of your trouble. Isthat okay with you?Upgrade
OpportunitiesAre you happy with the number of channels you have?There are a few
Internet users in your home, are you satisfied with your Internet speed? For onlya
few dollars more, I can double your speed!Did you know that AT&T recently expanded
our HD Channel Offerings? The cost difference inadding HD is only about $0.30 per
day! Would you like to take advantage of this greatopportunity today as well?Put It
All Together - Sample Call FlowThank you for choosing AT&T, This is [agent's name]
with U-verse Support. May I have thetelephone number you are calling about today?
Locate the customer in Clarify:Click the Find Caller icon.Enter the telephone
number provided into the CBR Phone search field. If the account can not belocated,
search for the caller using the name on the account:Select the Search menu.Click
Account.Enter the caller's first and last name in the "Account Name" field.