45 SECOND PITCHES

Remember this has an impact as to how the customer considers you will
carry out a resolution to their issue and normally comes after you ask them
what it is they need assistance with, I will set some examples, but
remember you add the enthusiasm on how you deliver it!

THEY WERE WAITING TOO LONG IN IVR: I know! we have a bit of an

elevated wait time and I am here now, please allow me to assist you!

HAD A BAD EXPERIENCE WITH PREVIOUS AGENT: I am sorry to hear

that! I will submit the corresponding feedback and do my best to show you
we are always happy to assist you, allow me to get this taken care of for
you!

PAYMENT: I will be glad to take that payment for you and if needed I am
an expert in billing!!

ORDER A MOVIE: Of course! lets get that taken care of! what is the
movie? (once they give you title) I might take some time this weekend and
watch it! sounds like an interesting*funny*enjoyable (this depending on the
title) movie!

TECH ISSUES: Oh! I am sorry to hear that! I am a Tech expert and most
definitely will be happy to fix your issue and have you back to enjoying your
services.
RECURRENT TECH ISSUE: (*REMEMBER TO OPEN Flows) I am sorry
you have had to call in for this again! I am a tech expert and will most
definitely like to get this up and working for you!!

CREDITS ENDED/PREFERRED CUSTOMER OFFER ENDED: I see!! I

am a billing expert and it will be my pleasure to provide you assistance with
this!

NOT SURE WHY BILL IS HIGHER: Absolutely no problem! you are

speaking with a billing expert and I am sure we can get this clarified today!

45 SECOND PITCHES

Remember this has an impact as to how customer considers you will carry
out a resolution to their issue and normally comes after you ask them what
it is they need assistance with, I will set some examples, but remember you
add the enthusiasm on how you deliver it!

THEY WERE WAITING TOO LONG IN IVR: I know! we have a bit of an

elevated wait time and I am here now, please allow me to assist you!

HAD A BAD EXPERIENCE WITH PREVIOUS AGENT: I am sorry to hear

that! I will submit the corresponding feedback and do my best to show you
we are always happy to assist you, allow me to get this taken care of for
you!

PAYMENT: I will be glad to take that payment for you and if needed I am
an expert in billing!!
ORDER A MOVIE: Of course! lets get that taken care of! what is the
movie? (once they give you title) I might take some time this weekend and
watch it! sounds like an interesting*funny*enjoyable (this depending on the
title) movie!

TECH ISSUES: Oh! I am sorry to hear that! I am a Tech expert and most
definitely will be happy to fix your issue and have you back to enjoying your
services.

RECURRENT TECH ISSUE: (*REMEMBER TO OPEN Flows) I am sorry

you have had to call in for this again! I am a tech expert and will most
definitely like to get this up and working for you!!

CREDITS ENDED/PREFERRED CUSTOMER OFFER ENDED: I see!! I

am a billing expert and it will be my pleasure to provide you assistance with
this!

NOT SURE WHY BILL IS HIGHER: Absolutely no problem! you are

speaking with a billing expert and I am sure we can get this clarified today!

TAKEDOWN TALKING POINTS

PLEASE OPEN AND FOLLOW YOUR FLOWS TOO

We submit this feedback to corporate letting them know how this is impacting your
viewing experience, I ask if possible you submit your personal feedback on
DISHPROMISE.COM
I ask you be patient and give us some time, I couldn't give you a specific time frame but
we hope this is solved soon.

We have managed agreements with other channel owners and hope this isn't the
exception, we are working to provide a solution as soon as possible (*if they ask what
channel owner*) "Our best example is Univision but due to customers demand we got
the channels back but had to increase the cost by $5"

WHEN PROVIDING TAKE DOWN OFFERS CHECK ACCOUNT ELIGIBILITY

*I have the option to provide Multi Sports at no cost

*If you enjoy movies I have a special offer on showtime FREE for the next 2 months

*To offset the cost we can provide you with a ONE TIME $3 credit and while I
understand it is not much this is what we are offering ALL customers impacted by this
takedown

*IF CANCELLATION IS MENTIONED*

Changing providers is not the answer, this just tells channel owners, customers are
willing to pay any rate giving them an advantage on avoiding we reach a sooner
agreement

*IF COMMITMENT IS MENTIONED* (EXAMPLE: I should be able to cancel without an

early termination fee/cancellation fee)

**follow your Commitment inquiry or ETF flow**

It is established that changes can occur at any moment and this being due to
negotiations with channel owners to keep their channels at a reasonable cost

Intro------Thank you for choosing Dish as well as for your time waiting, let me make it up to you asap; my name is ___ how
can I be of service? Issue = MyDish Anywhere App First 45------If not verified: I will help you gain access to your Dish
Anywhere, before doing so, may I please have your 4-digit security code followed by your email address? If verified: I will
help you gain access to your Dish Anywhere App so you enjoy the service over a mobile device, before doing so, may I
please have your email for verification purposes? Probing------What device are you trying to gain access from? Flow Usage
= Add/Swap Dish Anywhere App Last 45------If tech is needed: So, the resolution I have for you today is that I will be
sending out a technician so field tech can further assist us by checking onsite installation and ensure everything is well
connected since we tried to get back the signal by doing a power cycle, checking the connection from the wall to the receiver
and still no signal. If resolved------ This happened since the backend cable was loose, we did a power cycle as well as we
checked the connection from the wall to the receiver and we could retrieve the signal and by tightening the cable, we
ensured it was properly connected and we got the signal back again. If needs to be transferred: I must transfer you to the
advanced tech department so we continue helping you with this ongoing situation since it requires more specialized that will
be delivered on this department that I will transfer you to since secured the connection from the wall to the receiver as well
as the cable that runs from the receiver to the TV but the issue is still ongoing
lets add this to the 1st 45, here you have some examples, Opening Thank you for calling Dish, I (we) appreciate your
patience, we are having a long waiting time, let me know how can I help you today Thank you for calling I (we) appreciate
your time waiting I will resolve anything as soon as possible so you can go back to your day, what can I do today Thanks for
choosing Dish, I (we) realize you spend a long time on the phone waiting, let me help you right away to make it up, what can
I do today? Gracias por llamar a Dish, apreciamos su espera, dígame como le podemos ayudar Gracias por escoger a Dish,
tenemos un volumen alto de llamadas, deje le ayudo lo antes posible para que regrese a su día The second factor we have
seen comes with the time to get a Tech or and RA and they feel we are not resolving their issue yet, we must change the
last 45 there I just resolved your situation a tech/equipment will be with be at your home on… We have gone through the
steps we can do remotely, the resolution to your …(signal/image/etc ) is to send a tech/equipment it will be on… So today
we are solving your issue by sending a TECH/equipment that will be on ….(expectation and self-help) Thank you for doing
the troubleshooting with me to determine that scheduling a technician (sending an RA) to check your installation is the best
solution for you! So we have taken care of your situation today the tech/equipment will be with you on…. After these steps
we came to the resolution that a tech/equipment is needed to prevent the issue to happen again