Notes

1) The representative answered the inquiry of the customer. The representative knows how to answer the inquiry. She has the expertise about the question of the customer.
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
https://c2.t-mobile.com/docs/DOC-415629
call types 420570
https://c2.t-mobile.com/docs/DOC-420570
block messages 416785
https://c2.t-mobile.com/docs/DOC-416785
Address change: Samson 423013
https://c2.t-mobile.com/docs/DOC-423013
Add or update a Customer PIN/Passcode in Care 415342
https://c2.t-mobile.com/docs/DOC-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
*add an on-demand data pass
https://c2.t-mobile.com/docs/DOC-421267
*trade in program
https://c2.t-mobile.com/docs/DOC-415696
* Carrier Freedom
https://c2.t-mobile.com/docs/DOC-422628
C2  Offers > Documents
*message blocking services
https://c2.t-mobile.com/docs/DOC-415392
C2  Plans & Services > Documents
*T-Mobile One Voice plan
https://c2.t-mobile.com/docs/DOC-429478
*T-Mobile Tuesday giveaways
https://c2.t-mobile.com/docs/DOC-422665
C2  Offers > Documents
*roaming charges on bill
https://c2.t-mobile.com/docs/DOC-417372
C2  Accounts > Documents
*DIGITS
https://c2.t-mobile.com/docs/DOC-438353#subhead1
C2  Plans & Services > Documents

********

Greeting and Closing

Be a friend, not a robot
*Listen
Be present

*Restate
"from what I'm hearing, it sounds like..."
*Acknowledge their effort every time
"I appreciate you being proactive about________" or You have put in so much of your time calling in..."


1 & 2) Customer Proprietary Network Information (CPNI)

Data about customers' use of telecommunication services, including call detail records−service area, call type, phone numbers, city and country called or texted, date and time, and duration of a call or text. CPNI also includes other information on customers’ accounts, like rate plan, features, account charges, and balance.

3) Personal Identifiable Information (PII)

Can be used to identify, contact, or locate a person. T-Mobile protects PII information associated with customers' accounts−including bank information, birth dates, Driver License numbers, and Social Security numbers. PII is masked on the verification screen in QuikView and Samson. After an account is verified, PII is visible within the account.

4) Examples of CPNI
bank information, birth dates, Driver License numbers, and Social Security numbers

5) Never release:
•Authorized User names
•Addresses located by apps (ex: FamilyWhere)
•Billing account names
•Billing/shipping address & any other addresses on account (may be confirmed after verified customers provide first)
•Birth dates
•Blackberry PINs
•Business Tax IDs
•Call/data detail: phone numbers, dates/times, city/country of calls/texts (country called allowed for High Roaming accounts)
•Call forwarding phone numbers
•Contact name and numbers
•Credit card or bank account numbers
•Credit class/reference number (Activations may provide ref. numbers to verified sales reps)
•Dealer codes
•Driver license numbers
•Email addresses (device & app IDs can be confirmed with yes/no)
•IP addresses
•Last date/time of phone use (any type of phone usage)
•Maximum Potential Equipment Credit (MPEC)
•Customer PIN/Passcodes
•SIM card numbers (SIM numbers allowed for verified Business/Gov. customers)
•Social Security Numbers
•User names

Verification
1) - Ask the customer for their Customer PIN/Password. If not numerical, ask for spelling (not case-sensitive).
- Enter the Customer PIN/Password in the verification Password field > Verify. 419653
2) authorized user. I am going to ask rep that I am going to need to speak with the auth user and verify account first with AU. •Authorized Users may be added/changed via phone, fax, or email when requested by a current Authorized User who verifies the account. 415761
3) name is not on account 420063
4) AU not able to verify the existing password. I am going to send OTP 420063 and 419563
5) services: basic trouble shooting 420063

415341
424806


Samson locate bill address; dealer code 0000002, CAN and name of BRP. No I will not provide it

•Business name or billing name
•Dealer code
•First name and initial of last name
•Token ID (if required by the system; see Sales reps not requiring token ID for sales representatives not requiring a token ID)

415629


what is required to verify a sales rep on a business account?

•Business name or billing name
•Dealer code
•First name and initial of last name
•Token ID (if required by the system; see Sales reps not requiring token ID for sales representatives not requiring a token ID)

How many users can a business account have?
allowed to add as many as we can fit into the Contact Name and Authorized User fields.

What is the business and government contracts database used for?
to determine the benefits and special call handling the customer will receive through their Master Corporate Service Agreement (MCSA) or General Service Administration (GSA)

what is an MCSA Node?

uvte
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