Notes

300- 150

1099.99 /24


45.83
6.25


39.58



RDC - Recurring Device Credits

FMV - Fair market Value




MRC Monthly Recurring Charge



billing credits and adjusments


due to non payment
because she complaining about losing her jobe
the agent restorstation fee

jackie thought no payment
suspendend
suspended n

pay for restoration fee

jackie was not inform about the fee or why she charge


jackie was upset

there

the previews agent not ininforming jackie
jackie upset for the payment



employee giving money away
like employee offer refund some thier money without the customer even asking for it , this is evrytime they express the slightest dissatifaction
the staff offer money to make it better




sometimes crdit is used as part of a resolution for a T-mobile error
we should never debate giving a customer the credit


codes allows us to analze the business and look for trends it mhelps us make adjustments to policies find potiential opportunities to improve the customer experience and make system inhancements

courtest credits should only be used as a last resor and as part of a resulotion
when a customer is unhappy and we caused the dissatisfaction courtesy credit may be a valid solution


payment support fee

one time courtesy make a payment
walk trough t-mobile app
to avoid this fee



Visual Audit details:

Tenure: 5 years
Active lines: 4
Rate Plan: Magenta Max
AutoPay: Disabled
Payment history: $6,500
Adjustment history: $500
Adjustment already provided for payment support fee.
Memos related to the issue:
Memo: The customer had the payment support fee waived as a one-time courtesy.




always do visual audit before giving credit if the customer is compatible



restore fee
payment support fee
handset upgrade service fee
handset exchange processing fee
late fees
mobile number change fee
out of warranty fee





denese


payment on august
next cycle payment start


hello denese


Late payment

credit
restoration fee



john kenedy


would that be fine if we spilt that fee
again thank you for bieng loyal to tmobile
this is only one time courtesy
this wont be happened again
how abot enrolled yourself to autopay so that you well be able to pay ontime and also save lots of your time

Focus on the benefits of the offer instead of the offer itself
Negotiating when the customer requests a credit


- would that be fine to you if we split this fee? I will be the one who gonna pay 40 and you will be the one gonna pay the rest?

Use the knowledge about your customer's needs to feel empowered and focus on the personalized benefits
Be creative and think outside the box
Identify where you and your customer agree and/or disagree
Look for closing signals such as the customer no longer objecting


I just want to thank you for bieng loyal to tmobile and i want to give you a heads up that this courtesy is only valid for one time, i hope this wont be happened again. i have a suggestion anyways how about to take advantage our autopay that also has a discount and also save lots of your time.

Review and recap your agreement
Set appropriate expectations




In this video were going to walk through the steps to apply a change level adjustments through samson



Thank you for bieng loyal to tmobile since 5 years