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confidence
efficiency
very friendly
established connection
2) Brand and Customer Loyalty
The representative established rapport with customer. The representative even asked for the email of the customer so that information about International plan may be sent to the customer. In this way, the customer may verify the information that was told to her.
saying account expert
added value
3) Revenue Growth
None. There was no upsell in call or attempt to transition to sale.
Educate customer.
4) Efficiency and Resolution
There was no dead air. The customer was not placed on hold.
Setting expectation.
Probing.
5) To drive a Famous For Care, the representative could have branded the call.
6) Yes. The customer's inquiry was answered in a timely manner.
CPNI 415629
call types 420570
block messages 416785
Address change: Samson 423013
Add or update a Customer PIN/Passcode in Care 415342
Code of Conduct: C2 424222
Self Service Options 421381
•Pay bill & refill: Self-Service
•Payment arrangements: Self-Service
•Print bill & paperless billing: Self-Service
•Reset T-Mobile ID password: Self-Service
*Customer callbacks: Business Care Guidelines
418642
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