Scripts for 2020

Cancellation requests (AR or monthly recurring charge).

-Thank you for calling Major League Baseball, my name is _____. How can I help you today?

-I’m sorry to hear you’d like to cancel, but I’ll do my best to assist you today. May I please have
your first and last name?

-Thank you. May I call you by your first name? May I please have your email address? Can you
please spell it phonetically?

-Thanks for the information. I see you’re calling from the number ____. Is this a good contact
phone number?

-Thank you. While I’m checking your information, may I know who’s your favorite team? (If the
fan has a Single Team subscription, we can assume this information from the account and ask
for how long they have been following the team instead).

*Baseball conversation should be relevant by mentioning specific players, facts about the
teams, personal expectations for this season…*

-Going back to your request, I see you purchased a Single Team/Monthly/Yearly subscription.
May I know the reason why you would like to cancel?

*Based on the reason of the cancellation we need to add value of the product to prevent the
fan from cancelling. i.e. Blackouts: we let the fan know they can listen to the games live and
watch the archived games approximately 90 minutes after the conclusion of the games.

*If fan still wants to cancel*

- I do understand and respect your decision, we value your business and appreciate your
loyalty. I have cancelled your subscription; you will still have access to it until (date). Is there
anything else I can assist you with?

-Thank you for calling Major League Baseball. Have a nice day.

Cancellation and refund (within 5 day-timeframe).

-Thank you for calling Major League Baseball, my name is _____. How can I help you today?

-I’m sorry to hear you’d like to cancel and get a refund, but I’ll do my best to assist you today.
May I please have your first and last name?

-Thank you. May I call you by your first name? May I please have your email address? Can you
please spell it phonetically?

-Thanks for the information. I see you’re calling from the number ____. Is this a good contact
phone number?
-Thank you. While I’m checking your information, may I know who’s your favorite team? (If the
fan has a Single Team subscription, we can assume this information from the account and ask
for how long they have been following the team instead).

*Baseball conversation should be relevant by mentioning specific players, facts about the
teams, personal expectations for this season…*

-Going back to your request, I see you purchased a Single Team/Monthly/Yearly subscription.
May I know the reason why you would like to cancel?

*Based on the reason of the cancellation we need to add value of the product to prevent the
fan from cancelling. i.e. Blackouts: we let the fan know they can listen to the games live and
watch the archived games approximately 90 minutes after the conclusion of the games.

*If fan still wants to cancel*

- I do understand and respect your decision, we value your business and appreciate your
loyalty. I have cancelled your subscription and submitted a refund request. Please be advised
that once approved it will take 5-7 business days for the funds to be back on your account.

Is there anything else I can assist you with?

-Thank you for calling Major League Baseball. Have a nice day.

Cancellation and refund (outside of the 5 day-timeframe).

-Thank you for calling Major League Baseball, my name is _____. How can I help you today?

-I’m sorry to hear you’d like to cancel and get a refund, but I’ll do my best to assist you today.
May I please have your first and last name?

-Thank you. May I call you by your first name? May I please have your email address? Can you
please spell it phonetically?

-Thanks for the information. I see you’re calling from the number ____. Is this a good contact
phone number?

-Thank you. While I’m checking your information, may I know who’s your favorite team? (If the
fan has a Single Team subscription, we can assume this information from the account and ask
for how long they have been following the team instead).

*Baseball conversation should be relevant by mentioning specific players, facts about the
teams, personal expectations for this season…*

-Going back to your request, I see you purchased a Single Team/Monthly/Yearly subscription.
May I know the reason why you would like to cancel?

*Based on the reason of the cancellation we need to add value of the product to prevent the
fan from cancelling. i.e. Blackouts: we let the fan know they can listen to the games live and
watch the archived games approximately 90 minutes after the conclusion of the games.

*If fan still wants to cancel*

- I do understand and respect your decision, we value your business and appreciate your
loyalty. I can submit your request and specify the reason why you are cancelling. Please be
advised that if approved it will take 5-7 business days for the funds to be back on your account.
Is there anything else I can assist you with?

-Thank you for calling Major League Baseball. Have a nice day.

Password reset
-Thank you for calling Major League Baseball, my name is _____. How can I help you today?

-I’m sorry to hear that you are having that inconvenience, but I’ll be happy to assist you today.
May I please have your first and last name?

-Thank you. May I call you by your first name? May I please have your email address? Can you
please spell it phonetically?

-Thanks for the information. I see you’re calling from the number ____. Is this a good contact
phone number?

-Thank you. While I’m checking your information, may I know who’s your favorite team? (If the
fan has a Single Team subscription, we can assume this information from the account and ask
for how long they have been following the team instead).

*Baseball conversation should be relevant by mentioning specific players, facts about the
teams, personal expectations for this season…*

-Going back to your request, do you have a PC where you can go to the MLB.com website?

*Guide the fan through the ‘‘Need help logging in? – Forgot password? ’’ to enter their email
address and follow the instructions sent through email. Make sure they can login on their
devices.

- Is there anything else I can assist you with? Thank you for calling Major League Baseball. Have
a nice day.

Linking Extra Innings/Amazon Prime

-Thank you for calling Major League Baseball, my name is _____. How can I help you today?

-I’m sorry to hear that you are having that inconvenience, but I’ll be happy to assist you today.
May I please have your first and last name?

-Thank you. May I call you by your first name? May I please have your email address? Can you
please spell it phonetically?

-Thanks for the information. I see you’re calling from the number ____. Is this a good contact
phone number?

-Thank you. While I’m checking your information, may I know who’s your favorite team? (If the
fan has a Single Team subscription, we can assume this information from the account and ask
for how long they have been following the team instead).
*Baseball conversation should be relevant by mentioning specific players, facts about the
teams, personal expectations for this season…*

-Going back to your request, do you have a PC where you can go to the MLB.com website?

*Guide the fan to hover the mouse over ‘’MLB.TV’’, click on ‘’MLB.TV with Extra Innings’’ and
select the respective ‘’Get started’’ icon, select the provider (for Extra Innings) and login with
their provider’s credentials. If needed, they will need to login with MLB.com credentials as
well. After following the process, make sure the subscription shows in BL and that the fan can
access.

- Is there anything else I can assist you with? Thank you for calling Major League Baseball. Have
a nice day.

Blackout
-Thank you for calling Major League Baseball, my name is _____. How can I help you today?

-I’m sorry to hear that you are having that inconvenience, but I’ll be happy to assist you today.
May I please have your first and last name?

-Thank you. May I call you by your first name? May I please have your email address? Can you
please spell it phonetically?

-Thanks for the information. I see you’re calling from the number ____. Is this a good contact
phone number?

-Thank you. While I’m checking your information, may I know who’s your favorite team? (If the
fan has a Single Team subscription, we can assume this information from the account and ask
for how long they have been following the team instead).

*Baseball conversation should be relevant by mentioning specific players, facts about the
teams, personal expectations for this season…*

-Going back to your request, may I know what is the team you are attempting to watch? May I
also have your zip code?

*Go to the blackout section under MLB.TV and enter fan’s zip code.

- I see here that unfortunately you are blacked out from (provide ALL teams in the list). The
reason why you are unable to watch this game live is because the local TV provider purchased
the rights to broadcasts these games. However, you will be able to listen to the games live and
watch archived games approximately 90 minutes after the conclusion.

*Assist the fan with their next decision depending if they wished to cancel the subscription or
to be provided with further information.

- Is there anything else I can assist you with? Thank you for calling Major League Baseball. Have
a nice day.

Incorrect blackout
-Thank you for calling Major League Baseball, my name is _____. How can I help you today?

-I’m sorry to hear that you are having that inconvenience, but I’ll be happy to assist you today.
May I please have your first and last name?

-Thank you. May I call you by your first name? May I please have your email address? Can you
please spell it phonetically?

-Thanks for the information. I see you’re calling from the number ____. Is this a good contact
phone number?

-Thank you. While I’m checking your information, may I know who’s your favorite team? (If the
fan has a Single Team subscription, we can assume this information from the account and ask
for how long they have been following the team instead).

*Baseball conversation should be relevant by mentioning specific players, facts about the
teams, personal expectations for this season…*

-Going back to your request, may I know what is the team you are attempting to watch? May I
also have your zip code?

*Go to the blackout section under MLB.TV and enter fan’s zip code.

- I see here that your blacked-out teams should be ____. May I know which device are you
using?

-May I also know if you are using Wi-Fi or Ethernet? *If fan is, we ask them to reboot the
router/modem. Confirm if the fan is at home, or at a hotel/cafeteria/library.

*If fan is accessing the Internet through a VPN connection (or other secure network
connection), they might be getting a blackout message because the host IP Address for the
VPN is within the restricted range for the game trying to access. In this case, suggest the fan try
the following: log off of the VPN connection (or other secure network connection) and access
the Internet through a local connection. Should also disable any proxies that you are using.

*If the fan is at a hotel/cafeteria/library and using a public internet connection, we let them
know it may cause them to have an unstable IP address, and recommend them to use their
data.

*If fan is at home and already rebooted their router/modem, advise them to go to
‘’iplocation.net’’ and provide their IP address. Gather the following information to add on the
case and provide the case number to your supervisor to perform a blackout override:

-Game attempted to watch

-Zip code

-Device used

-Blacked out teams

-Using Wi-Fi or Ethernet?

-IP address
*After the blackout override, ask the fan to log out and log back in and attempt to watch the
game.

- Is there anything else I can assist you with? Thank you for calling Major League Baseball. Have
a nice day.

Connected devices troubleshooting

-Thank you for calling Major League Baseball, my name is _____. How can I help you today?

-I’m sorry to hear that you are having that inconvenience accessing the games, but I’ll be
happy to assist you today. May I please have your first and last name?

-Thank you. May I call you by your first name? May I please have your email address? Can you
please spell it phonetically?

-Thanks for the information. I see you’re calling from the number ____. Is this a good contact
phone number?

-Thank you. While I’m checking your information, may I know who’s your favorite team? (If the
fan has a Single Team subscription, we can assume this information from the account and ask
for how long they have been following the team instead).

*Baseball conversation should be relevant by mentioning specific players, facts about the
teams, personal expectations for this season…*

-Going back to your request, may I know what is the game you are attempting to watch?
*Make sure the game is live or if it is an archived game. *

- May I also know which device you are using?

*Depending on the connected device that the fan has (Roku, Samsung TV, Android TV, Apple
TV) we gather the model number and go to the list of supported devices in the Help Center to
confirm it is supported. *

If the device is supported, we follow the steps in the Help Center under the specific device.
Some examples of scenarios below.

*If fan doesn’t know how to access the games we guide them through the steps we have been
provided and utilize the section ‘’Viewing/Navigation’’.

*If the device is not recognizing the subscription, we confirm there is an active subscription
and guide them to login with the correct email address.
*If fan is having another error message, blank/black screen, or another inconvenience, we
follow the steps under ‘’Troubleshooting’’.

*If video is buffering, frozen or has a choppy feed we ask the fan to run a speed test in the
MLB.TV Speed Test to check internet connection and follow troubleshooting steps.

*For password issues with special characters/login issues

If an agent gets a call where the fan cannot log in on a connected device the agent should be
asking if the password, they are using has a special character in it. If it does, have them log into
their account on a PC to update the password to one without a special character or do another
reset email for the same reason.

*For Roku issue

What is happening on the Rokus is simply the fan is not being navigated through the proper
way to access a game. When they first go into the app, they will be on their Favorite Team
page. The fan then has to hit the left arrow to bring up the side menu then select scores to see
the games. If they try to select the game from the Favorite Team page, they will get the No
Content Available message. *

Assist the fan with their inconvenience to ensure they can access the games. If all
troubleshooting steps were completed and fan still has trouble, we can collect all the needed
information and transfer to level two, ensuring we perform a warm transfer providing the case
number to the agent.

- Is there anything else I can assist you with? Thank you for calling Major League Baseball. Have
a nice day.

Mobile device troubleshooting

-Thank you for calling Major League Baseball, my name is _____. How can I help you today?

-I’m sorry to hear that you are having that inconvenience accessing the games, but I’ll be
happy to assist you today. May I please have your first and last name?

-Thank you. May I call you by your first name? May I please have your email address? Can you
please spell it phonetically?

-Thanks for the information. I see you’re calling from the number ____. Is this a good contact
phone number?

-Thank you. While I’m checking your information, may I know who’s your favorite team? (If the
fan has a Single Team subscription, we can assume this information from the account and ask
for how long they have been following the team instead).

*Baseball conversation should be relevant by mentioning specific players, facts about the
teams, personal expectations for this season…*

-Going back to your request, may I know what is the game you are attempting to watch?
*Make sure the game is live or if it is an archived game. *

- May I also know if you are using an Android device or iPhone?

*Depending on the device they are using confirm they have the most up to date OS version.
Follow basic troubleshooting steps by confirming they have the updated version of the MLB
app and uninstall/reinstall if needed, making sure they have the location services active as
well. Troubleshooting steps can be found under ‘’Mobile support’’ in the Help center. *

Assist the fan with their inconvenience to ensure they can access the games. If all
troubleshooting steps were completed and fan still has trouble, we can collect all the needed
information and escalate the case ‘’new’’ ‘’supervisor’’, letting the fan know they will be
contacted through email.

- Is there anything else I can assist you with? Thank you for calling Major League Baseball. Have
a nice day.