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

MCSA 421333
421276


•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? 420063
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
951-552-0335

1) established rapport
2) assured customer got your back
3) set customer's expectation
4) no dead air
caller ID
2068171976
5512

415757
2153918825
9515520035
7705684177
9042179182
951-552-0335
*******
BRP
AUTH USER
END USER
*********

Verification 415719
Common Tools
d

Customer callbacks process: Business Care

Latest page updates
July 20: Added a new section titled "End user request needs Authorized User approval".
Use these steps to make customer callbacks.
On this page:
Dropped call callback
Troubleshooting callback
Customer requested callback
Calls to third parties
Rep-initiated callback
End user request needs Authorized User approval
Add bonus minutes to make a callback
Dropped call callback
The below process is to be used when an inbound call to Business Care is accidentally dropped after completion of account verification. If the call drops and you know the issue and can resolve it without talking to the caller again, you must still apologize, acknowledge the issue, and summarize the resolution.
Immediately prepare to make an outbound call.
Get into ACW before the next call arrives.
If queued to next call before getting into ACW, fully assist that caller then call back the dropped caller.
Make one attempt to reach caller using caller's mobile number or callback number obtained from the customer.
Apologize for the interruption and summarize the call up to the point it was lost.
If you reach the caller, use this positioning: "I apologize our call was interrupted. May I repeat what we've covered to make sure I have everything before we continue?"
If you reach voicemail, use this positioning: "This is (your first name) from T-Mobile. Although our call was interrupted and I was not able to finish helping you, I have noted your account and any Customer Service Representative can help you when you call back. Thank you for calling T-Mobile."
Continue toward resolution.
Memo the account, including all callback actions taken.
Troubleshooting callback
To properly troubleshoot functional issues of a device, troubleshooting requires the caller to be off their device.
Explain to caller they will need to use a phone other than their handset.
Positioning: "So that we can help you resolve your issue, we need you to be on a phone different than your mobile. Do you have another phone or landline immediately available?"
Set the expectation for further troubleshooting according to caller's immediate availability to another phone.
If another line is available call the customer back on the alternate line and proceed to step three.
If there is no other line available, use this positioning: "Please call us back once you get to a landline phone at our toll free number. I will memo your account explaining the steps we've taken today.".
Utilize the troubleshooting process to assist the customer.
See Transfers into Technical Care to determine if a transfer to TSG is necessary.
Customer requested callback
Customer requests callback to complete the sale of a feature, rate plan, or add-on activation (callback is not allowed)
Ask the customer to call back at a time more convenient for them.
Assure the customer that you will leave detailed notes in the account and that anyone in Business Care can help them when they call back. If the customer insists on a callback, seek coach or senior representative approval to schedule a callback or follow Escalation handling.
Customer's device has low battery
Explain that you can make an immediate call back.
Ask for another phone number.
Enter ACW to call the customer. When possible, attempt conference procedures with the customer to a landline before the device battery dies. See IP Agent for more information.
Test call to the customer's device to verify an issue
Explain that you can make a test call to their handset.
Ask customers for permission to be placed on hold.
Set the expectation with the customer that you will return shortly.
Use the phrase "thank you" to activate the hold and click the Hold button.
Place the test call.
Upon returning to customers, thank them for holding.
Customer cannot finish the call (callback is not allowed)
Explain coordinating a call back may take some time.
Ask the customer to call back at a time more convenient for them.
Assure the customer that you will leave detailed notes in the account and that anyone in Business Care can help them when they call back.
If the customer insists on a callback, seek coach or senior representative approval to schedule a callback or follow Escalation handling.
Customer requests a callback from an employee that was previously handling their account
Explain to the customer that once the account is verified you can review the account memos.
Assure the customer that you would be more than happy to assist them with any questions or concerns that they may have.
If you cannot assist the customer and provide one call resolution, seek assistance from your coach or senior representative according to the Escalation handling.
Calls to third parties
At times, reaching a third party on behalf of the customer will benefit one call resolution.
Examples of when to contact a third party
Caller cannot verify the account and you contact the billing responsible party.
Caller does not have the handset on them and you contact the third party to properly troubleshoot.
While troubleshooting, you need to call a specific number that the customer is having trouble contacting.
Process
If the third party answers the phone, you must disclose the call may be recorded for quality assurance and compliance:
Provide your first name.
Identify you are with T-Mobile.
Provide the reason for your call (another person is unable to reach them; per the customer's request you are calling to troubleshoot their phone; the caller cannot verify and requested to call you; etc.)
Positioning: "This is (provide your first name) from T-Mobile. I am calling because a T-Mobile customer was unable to reach you. I must inform you; this call may be recorded for quality assurance and compliance."
Rep-initiated callback
Billing research
Advise customer that additional research is required.
Submit the request through the Extended Work Requests/Offline Escalations via Inbound Call: BC.
Inform the customer when we will follow up with their request. See Business Care Offline service levels for current Business Care service levels.
Handset issues
Approval is not required for this type of callback.
Advise the customer that additional research is required.
Inform them that we will follow up with them.
Set the expectation of when using this positioning: "Additional research is required to resolve your issue and I have submitted a request to the Research Team. You can expect confirmation of the resolution within 72 hours. If, for any reason, achieving a resolution will take longer, you will receive a status update within 72 hours. Would you like to be contacted by e-mail, voicemail or text message?"
If the handset is not an effective method for communication, use a can be reached number.
Feedback from another department (SIM reuse, TPA-OCA)
Obtain agreement from resource / dept, on when you can expect their feedback.
Advise customer additional research is required.
Inform them that we will follow up with them.
Set the expectation of when using this positioning: "Additional research is required to resolve your issue and we will need to call you back. You can expect to hear from us within the next (insert hours / days here). Would you like to be contacted by email, voicemail or text message?"
Set the callback expectation with the customer according to the policy that applies to the issue resolution process.
End user request needs Authorized User approval
There are times when an end user needs approval from an Authorized User to resolve an issue (rate plan change, SIM change, etc.). You may make an outbound call to a listed Authorized User to resolve the call.
Only call the contact number or a listed phone number on the account. No other number, including one provided by the end user, can be called.
You must speak to a listed Authorized User on the account to approve the request.
Provide the customer your first name, identify yourself as a T-Mobile employee, and provide your reason for calling. Never verify a customer's Social Security number or Customer PIN/Password on outbound calls, but you should confirm their first and last name.
Upon receiving their approval, you may complete the request.
If you cannot reach an Authorized User, the end user must be referred back to an authorized party to complete the request.
Do not release Authorized User names or contact information.
Add bonus minutes to make a callback
If you have connected on an outbound call to a customer's T-Mobile mobile number, you can offer the customer:
10 Whenever Bonus Minutes
10 Mobile-to-Mobile Bonus Minutes
10 Bonus SMS
417103

1) 7034890846
new sim card activated
made sure the account was verified
dead air for more than 20 seconds
4438642687

customer was placed on hold twice. Rep did not confirm the mobile number. Rep did not set the expectation thet she was verifying account


Bryan
rep offered pay arrangement; rep processed payment
offered auto pay
rep was in hurry
I understand you're upset about it. I would feel upset as well if I were in your situation.
I'm sorry to hear that. I would feel the same way if I were in your situation.

By active listening and by asking probing questions.
I apologize for the inconvenience this may have caused you. I would feel upset as well if I were in your situation. But no worries you have reached the right person. I am going to make sure your service is restored as soon as possible.
Asking the right probing questions
How and when did you make the payment?
Confirm your understanding
You made a cash payment. Is that correct?
Fix it
Practice: Position Self-Help
You may also use the MYTMOB app on your phone to pay the bill.
Deepen the relationship
short codes 420665