Suggested Empathy Spiel for Specific Call Types (POSE-ORIENTED)

Suggested Empathy Spiel for Specific Call Types
(POSE-ORIENTED)


Outstanding Fees Withdrawal

You are a thief! You stole my money!

I know this could really be difficult for you. If only we are able to prevent this we would have done so . As a reminder this was really taken out in accordance with the terms and conditions of the agreement.

I was not informed of this.

I apologize if this may not have been communicated to you before. We sent in a copy of the agreement for your reference. You may also view it online.

This is illegal!

I totally understand how you feel and I know it is pretty upsetting. Please remember that we are all governed by the Terms and Conditions of the agreement. The specific provision for this can be found under Item 5 (Cancellation) Letter B (Your Cancellation).


How am I supposed to feed my children? I will be homeless.

I am fully aware that there might be consequences for what has happened and believe me I am with you on this. Please understand that we submitted a payment for the balance due as agreed upon in the contract. We apologize for any inconvenience it may have caused you.

I will contact my attorney regarding this. You will all hear from my lawyer!

We respect any decision that you make. Again, we apologize. For your reference, you may view a copy of the agreement thru directv.com/agreements.

You should refund my overdraft charges!

I know you may have been charged overdraft charges. We've sent in a copy of your bill even prior to this. Our specialist from the cancellation department advised you of the cancellation process. Hence, we are not able to refund any overdraft charges on your behalf.

Refund Requests

Why does it take 6-8 weeks?

We really want to make sure that you get the appropriate amount refunded back to you. It may take 6-8 weeks as we still have to review everything on your account.

What else do you need to review? You know that I have a refund there is nothing more to review!

I understand your concern regarding the time it takes to process your refund. We just needed to make sure that we have the receivers back, that it is already credited to your account. Once we get the boxes we will still download any information save in the box to check if there are still unbilled pay-per-views. Also, we will reverse any discounts or credits issued on the account within the last 60 days prior to cancellation.

You are holding my money. I will make you pay interest!

TO BE USED IF REFUND IS REALLY DUE
I know it take time, rest assured, we will be refunding your account. I understand how upsetting this process would be. Rest assured that once there’s a credit balance on the account, it will be refunded accordingly.

How can you do this to me? I don't have any money left and you are still holding my money!

I am with you on this and I know this could be difficult. Please be assured that we will do our best to make sure that you get the correct refund at the fastest time possible. Please bear with us as this is on a first-come, first-served basis.


NFL PRE-SEASON/POST-SEASON (SUPER BOWL)

I paid a large amount of money to get the NFL Sunday Ticket, why am I not getting the pre-season/post season games?


Pre-season

I could understand your frustration regarding this matter. While we may not be able to provide you out-of-market games, we do cover some of the in-market games and you could get some of them through your local RSNs or local channels.


Super Bowl

I understand your concern regarding this issue. We may not be able to provide the Super Bowl or any other post season games on the NFL ST channels. You may view it on ________. (check where it can be viewed)


PAST DUE- Cannot Activate Receiver or Order PPV

I understand your concern. I’ll be more than willing to have this processed. This can be made possible once we have the amount cleared on the account. This way, you don’t need to worry about the late fees, past due notices, etc.

I am a long time customer why don't you want to activate the box? You are not valuing me and my business.

I can assure you that we value your business and of course we would want to activate the box or order the PPV for you. Rest assured, once we have the payment posted on the account we can activate it right away.

Reinstate Requests – Cannot Reinstate

I understand you will not be able to pay the full balance right now. If you want we can process the running balance of $__ and we can restore services. To keep the account current, I also suggest that we pay the remaining balance on ________.

I can't pay the running balance. Restore my services now.

I apologize that we are not able to restore services right now. Rest assured, once we get at least the running balance we will reinstate services immediately.

Rebate

I was not informed of the rebate.

I'm sorry if you were not able to get the information that we sent regarding the refund. It was actually in the confirmation email/letter that we sent out to your prior to activating the account.

You should have told me over the phone and not through some letter that no one reads!

I understand your concern regarding this and of course we also include the rebate information whenever you sign up with us. Then again, there may be rare instances when that information would have been forgotten so we make sure that we give you a confirmation email detailing these. As an added service, we enclose a copy of the rebate form with your first bill.

Why does it take a long time to process the rebate?

We just wanted to make sure that all those who submit the rebate get what they signed up for. It takes sometime because we try to be thorough as much as possible. Also, it is on a first come, first-served basis. Rest assured, once it appears on your bill, you still get it for 12 months!

I need to be credited for the first two months.

I understand what you want and of course we wanted to work with you on this. We would be unable to back-credit the account, come to think of it, we still would be giving you the full 12 months of discounts. That's a total of $__ savings in a year!







Referral – Not eligible

Why am I not getting the rebate? I gave them my friend's account number.

I understand that you gave them the account number. Our call records indicate, that you dialed the general sales line and not the referral program line. As per the terms and conditions of the referral promotion, we are only able to honor those that dialed the referral line.

No, this is unacceptable! You have to give me my referral credit.

I apologize if we are not able to give you the referral credit at this point. For future references, you may want to take note of the referral line. I can walk you through the process just so that this does not happen again in the future when you refer your friends.