Imagine a subscriber calls in, frustrated because their internet has been slow for days. While troubleshooting, you notice they are on an old plan. How would you handle the call, and would you try to upsell?

Situation

This is a typical scenario in a telecom support call. A postpaid subscriber named Aling Nena called about her fiber internet being intermittent. She was already upset because she relies on it for her online selling business.

Task

My task is to first resolve the connectivity issue and restore her trust, then identify if a plan upgrade could genuinely benefit her usage, without making her feel like I am just selling.

Action

I would begin by empathizing: "I'm sorry to hear that, Aling Nena. I understand how important a stable connection is for your business. Let me run a line test first." After diagnosing that her current plan's speed was insufficient for her increasing number of devices, I would fix the immediate issue, perhaps by refreshing the connection remotely. Then, I would say, "Now that your connection is stable, I noticed your plan has a speed of 50 Mbps. Since you mentioned you now have three people streaming and doing video calls, I can suggest a plan with 100 Mbps that's currently on a promo, which would actually cost only a little more than you are paying now. Would you like me to check if it's available in your area?" I would frame it as a helpful suggestion, not a scripted pitch.

Result

Aling Nena would feel heard and see the value because the upsell directly addressed her pain point. She would likely inquire about the promo details, and I would be able to educate her on the new plan's benefits without pushing.