1.

Opening Spiel (General Greeting)

Scenario: Answering a customer call.
CSR: "Thank you for calling BSHS Telecom! My name is [Your Name]. How may I assist you today?"

2. Service Activation Request

Scenario: A customer wants to activate a new SIM or service.
Customer: "I just bought a new SIM card. How do I activate it?"
CSR: "I’d be happy to assist you! May I have your new SIM card number or mobile number for verification?"
(After verification)
"Thank you! To activate your SIM, please insert it into your phone and restart your device. It should be activated
within [timeframe]. You will receive a confirmation message once the activation is complete. Is there anything else I
can help you with?"

3. No Signal / Network Problem

Scenario: A customer has no signal or is experiencing network issues.
Customer: "I don’t have any signal on my phone!"
CSR: "I’m sorry to hear that. Let’s check the issue. May I have your mobile number and location, please?"
(After checking)

If there is an outage in the area:

"It looks like there’s an ongoing network issue in your location. Our technical team is already working on it, and we
expect the service to be restored by [estimated time]. We appreciate your patience. Would you like me to send you
an update once the issue is resolved?"

If there is no outage but still no signal:

"Your area is not affected by any service outage. Let’s try some troubleshooting steps. Please turn on airplane
mode for 10 seconds, then turn it off. If that doesn’t work, try restarting your phone. Can you check if the signal is
back?"

If still unresolved:
"Since the issue persists, I will escalate this to our technical support team for further investigation. You should
receive an update within [timeframe]. Is there anything else I can assist you with?"

4. Account Verification
Scenario: Verifying the customer’s identity.
CSR: "For security purposes, may I verify your account? Please provide your full name and the last four digits of
your registered mobile number."
(If the customer fails verification)
"I’m sorry, but I wasn’t able to verify your account. Do you have an alternative way to confirm your identity, such as
your billing address or recent transaction details?"

5. Billing Inquiry & Payment Options

Scenario: A customer wants to check their bill.
Customer: "I want to check my current bill."
CSR: "I’d be happy to assist you! May I have your mobile number or account number?"
(After checking)
"Thank you for waiting. Your current bill is [amount], and your due date is [date]. Would you like me to assist you
with payment options?"

If the customer asks about payment methods:

"You can pay through our mobile app, online banking, payment centers, or over-the-counter transactions. Which
method would you prefer?"

If the customer requests an extension:

"Let me check if you are eligible for a payment extension."
(After checking)
"Good news! You qualify for an extension until [new due date]. Would you like me to process it now?"

If not eligible for an extension:

"I’m sorry, but based on your account history, an extension is not available at this time. However, I can assist you in
finding the nearest payment center. Would you like me to do that for you?"
 6. Data / Load Balance Inquiry
Scenario: A customer asks about their remaining balance.
Customer: "How much data/load do I have left?"
CSR: "Let me check that for you. May I have your mobile number?"
(After checking)
"You currently have [remaining data/load] valid until [expiration date]. Would you like to subscribe to a new
promo?"

If the customer wants to reload:

"We have different prepaid promos available. Would you like unlimited data, a call-and-text combo, or a budget-
friendly plan?"

If the customer wants a postpaid data add-on:

"For postpaid, we offer data add-ons at [price]. Would you like me to activate this for you now?"

7. Lost or Stolen SIM Card

Scenario: A customer lost their phone and wants to block their SIM.
Customer: "I lost my phone. Can you block my SIM?"
CSR: "I’m sorry to hear that. Let’s secure your account immediately. May I have your mobile number and some
details for verification?"
(After verification)
"Thank you. I will now block your SIM card to prevent unauthorized use. Would you like me to assist you in getting a
replacement SIM?"

If the customer wants a replacement:

"You can visit the nearest store to get a new SIM. Please bring a valid ID for verification. Would you like me to check
the nearest store for you?"

8. Plan Upgrade / Downgrade

Scenario: A customer wants to change their postpaid plan.
Customer: "I want to upgrade/downgrade my plan."
CSR: "Sure! Let me check the available options for you. May I have your account number?"
(After checking)
"Currently, you are on [current plan]. Here are your options:"

If upgrading:
"For an upgrade, we have [higher plan] at [price] per month, which includes [benefits]. Would you like me to
process this for you?"

If downgrading:
"For a downgrade, we offer [lower plan] at [price], with [benefits]. Please note that downgrades will take effect on
your next billing cycle. Would you like to proceed?"

9. Service Disconnection & Reconnection

Scenario: A customer’s service has been disconnected.
Customer: "My service got disconnected! Can you reconnect it?"
CSR: "I understand the urgency. Let me check your account. May I have your account number?"
(After checking)

If payment is required:
"It looks like your service was disconnected due to unpaid balance. Once you settle the amount of [balance], your
service will be restored within [timeframe]. Would you like me to guide you through the payment process?"

If reconnection is possible without payment:

"Good news! I can process your reconnection request now. Your service should be restored within [timeframe].
Please restart your phone after that. Would you like me to notify you once it’s active?"
 10. Closing Spiel (General Closing Statement)
CSR: "Is there anything else I can assist you with today?"
(If no further inquiries)
"Thank you for calling BSHS Telecom! We appreciate your time. Have a great day!"
11. Refund Request Due to Service Outage
Scenario: A customer wants a refund for the days they had no internet due to an outage.
Customer: "I didn’t have internet for several days because of an outage. I want a refund for the days I couldn't
use my service."
CSR: "I understand how frustrating that must have been, and I truly apologize for the inconvenience. Let me
check if your account is eligible for a refund. May I have your account number, please?"
(After checking the outage record and eligibility)

If the customer is eligible for a refund:

"Thank you for waiting. I’ve checked our system, and since your area was affected by an outage from [start date] to
[end date], you are eligible for a refund. We will issue a bill adjustment of [amount], which will be reflected on your
next billing statement. You will also receive a confirmation message once it has been processed. Would you like me
to assist you with anything else?"

If the customer is NOT eligible for a refund:

"I understand your concern, and I sincerely apologize for the inconvenience. However, based on our policy, refunds
are only granted for outages lasting more than [X days], or if there was a complete service disruption. Since your
case does not meet these conditions, we are unable to process a refund. What I can do, though, is offer you a
[discount/data bonus/loyalty reward] as a courtesy for the inconvenience. Would you be interested in that?"

If the customer insists on a refund despite being ineligible:

"I completely understand your frustration, and I want to make sure we address your concerns properly. While I am
unable to process a refund based on our policy, I can escalate this matter to our billing department for further
review. Would you like me to submit a request on your behalf?"

Closing Spiel (After Resolution)

"I appreciate your patience and understanding. Rest assured, we are always working to improve our services.
Thank you for calling BSHS Telecom, and have a great day!"