Embedded Files
Decline the transaction if the customer failed to provide the correct account owner’s email address and mobile contact number or any of the alternative authentication information. If the customer is a representative, request to speak to the account owner.
Spiel 1 English: "Sorry, but the information you provided does not match our records. As such, we will not be able to process your request."
Spiel 1 Taglish: "Sorry, hindi po nag match sa aming records ang impormasyon na binigay ninyo. Hindi ko po pwedeng i-process and inyong request."
Spiel 2 English: "I'm sorry, the information you provided is incorrect and I am unable to access the account details in our system. Please contact us once you have the correct information or please advise the account owner to contact us."
Spiel 2 Taglish: "I'm sorry, mali po ang impormasyon na iyong binigay at hindi ko ma-access ang mga detalye ng account sa aming system. Maari niyo po kaming kontakin kapag tama na po ang inyong impormasyon o paki-sabihan nalang po ang account owner na tumawag sa amin."
If you customer updates that subscriber on record is deceased
If you customer updates that subscriber on record is deceased
Educate your customer on the requirements for Supersedure of Service or Change of Ownership.
Spiel English: "Since the account owner is already deceased, this account may be transferred to a new owner. Would you like to know the requirements for change of ownership?"
Spiel Taglish: "Since the account owner is already deceased, this account may be transferred to a new owner. Would you like to know the requirements for change of ownership?"
Link: https://pldt365.sharepoint.com/sites/LIT365/PLDT-Fixed-Wired/Pages/Aftersales.aspx#c2
Closing the Call
Spiel: “Thank you for taking the time to call PLDT. This is (agent’s name). Have a great day.”
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