Notes

Thinker - process oriented, analytical, attentive to details, logical
Entertainer - Charismatic, humorous, optimistic, sarcastic, self centered
Feeler - Loyal, considerate, indecisive, overly-involved
Controller - Straightforward, Result Driven, Decision Maker

--------------------------

Type of customers
1.TECH ENTHUSIAST
-Interested in latest smartphones
(Early adopters of new telecom services and technologies)
2. BUDGET CONSCIOUS
-Focus on cost-effective plans and services
(compare prices, seek promotion, and are more sensitive to pricing changes.
3. Business Professionals
-Require reliable and high-speed connectivity for work-related task
(Value features like conference calling, high-speed data, and seamless connectivity.
4. Family and Shared Plan
-Multiple users within a household or family sharing a plan
(Looks for plans with shared data, family-friendly features, and reliable coverage
5. International Traveler
-Frequently travel internationally and need reliable global connectivity
(Seek plans with international roaming options and affordable international calling rates.
6. Senior Citizen
-Prefer straightforward and easy-to-use devices and plans.
(Look for plans with basic features, excellent customer service, and simplified billing.
7. Data Hungry Users
-Heavy users of mobile data for streaming, gaming, or other data-intensive activities.
(Prioritize plans with data allowances and fast data speeds.

====================================================

Acknowledgment
Empathy
Assurance
============================================

4 A'S
Affirm = expressing approval or positive recognition
Acknowledgment = recognizing and validating the others persons emotion or feelings
Appreciation = expressing gratitude or acknowledgment for a shared understanding
Assure = providing comfort and sense of security. it assures the other person that despite challenges you are committed to supporting the person.

============================================
Listen actively
empathy statement
avoid assumptions
seek information
use a positive tone
use open ended question
silence
ask one question at a time
==================================
Art of communication:

7-38-55 rule Dr. Narobian
words you used (Positive language)
tone of voice (Pace of the word, modulate your tone, pitch)
body language (Position yourself in a professional way)
==========================================
AER is important ( issue and emotion )
word choice (use positive language instead of negative word ei. [I cant, i wont, you need to])

Voice and tone
volume rate of speech <> tone of inflection
sincerity and empathy (inflection, tone, pace)
========================
5 c of communication
clarity
conciseness
coherence
correctness of grammar
confidence
=====================
(Handling different situation)
customer maybe dissatisfied, upset, or frustrated but the situation has not nyet reached to a point where a formal escalation is required.

(Escalated conversation)
customer issue or concern has not been effectively resolved during initial interaction and requires the involvement of higher-level support or management.

(Expert tips to diffuse a difficult customer conversation)
active listening
empathy and take ownership
stay calm and composure
use positive language
apologize and accountability
ask open-ended questions
offer solutions / alternative solution
set realistic expectations
seek customer input
know when to escalate


Thank you for calling T-Mobile, where you save, this is (name). How can i help you?

Simplified PTR (Path to resolution)

opening spiel
greeting, verify, assurance help

resource based resolution (situation, duration, location) {SDL} / {C2} T-Mobile Bible (policies and resolution)
visual audit, reassurance and probing questions, resolution

Recap and Close
recap, NBA(Next Best Action) / Value added offer, thank and close

Path to resolution behaviors
greeting = simplify, excite, lead into reason for call, not verification
signature response = emphasize acknowledge and assure, be confident, be genuine, be personal, build trust.
determine customer needs = ask questions, identify the root cause, actively listening.
fix it = think long term, use tools, give accurate and complete information, reduce effort.
self help = show/teach, email, empower.
recap = what was done, will happen next, and when to expect it, send personal guarantee (if applicable), show them how (self-help)

AERM...

Can you tell me more about it.

so that moving forward you will not call us with the same issue.
late fee charges

I know how you feel
i will feel the same way too

Just a quick recap
To give you the summary of the call

DAY 2 of PST
credit debit
buy through bank finacing
lease
pay it installment
credit score
cash
lease
EIP paying in a period of time and own it
lease JUMP on demand after the lease is to upgrade the device


Value meal and menu special
offering suggestion
Deal days eat free today

offer protective case
easy three
pair the phone with accessories
protect the investment with php or apple care with every upgrade
bundle and save

high end mid tier and long end devices

status quo

Credit
7step to credit core habits

pay on time
keep balances low
apply for new credit in moderation
maintain a healthy mix of credit
think twice before closing credit cards
monitor co sign and joint accounts monthly
review your 3 credit reports often

*revolving credit: 2500 sa 5000 if you cant pay on time the interest will come up
=you are given a maximum borrowing limit, and you can make charges up to that limit. You must make a minimum payment each month, but otherwise, the amount you pay can be any portion of your outstanding charges up to the full amount.
*charge cards:
= commonly issued by retailers for use exclusively in their establishment, charge cards are relatively rare these days. they don't permit you to carry a balance: You must pay all charges in full every month.
*service credit: gamit muna ng service before bayad
= contracts with service providers such as gas and electric utilities, cable and internet providers, cellular phone companies, and gyms are all credit agreements.
*installment credit:
= a loan for a specific sum of money you agree to repay, plus interest and fees, in a series of equal monthly payments (installments) over a set period of time. Student loans, car loans, and mortgages


A necessity to them to have a credit.

Webex_t-mobile.webex.com_613eb557-7bf7-4d8f-95e6-c6498c6e9f11@8tg4oU5pIP_90693d93-93c8-4c09-a265-3bb7994290c7.exe


*** https://t-mobile.webex.com/wbxmjs/joinservice/sites/t-mobile/meeting/download/a16a3769e95c4a51954ef3a7fb6c5dda

MRC
break down of the charges
the details and how to pay

Bills Explained:
=Bills for postpaid T‑Mobile customers can be received electronically and/or by mail.
=T‑Mobile postpaid customers receive a bill on a monthly schedule. This bill tells them how much to pay before the due date.
=T‑Mobile Prepaid customers do not receive a bill. Instead, they refill their accounts in advance to pay for service.

114 directory assistance and not free
we can not adjust taxes and fees because this are government mandated

Proration you will pay the dates that you consumes
They will recieve 2 bills in 1 month because of the mid cycle change

Bill Current
generated within the cycle / charge in advance / something added could not be added / check in hotel or eat in a restaurant example if you still consumes something it will be added but if you still added something it will be added on the coming or new bill
cx is already billed
1 to 31 100$ middle of the cycle cx add a feature for 10$
10$ will be added on the next biling cycle cx will only be charge 100 for the current bill

Bill Arrears
Meralco bill is an example

1 to 31 100$ middle of the cycle cx add a feature for 10$
10$ will be added on the present bill. Bill for the month is 110$ on the end for the payment.


Bill Cycle Change is only change by the account holder
the new close date and the new due date


bill close date: end of the bill cycle
bill due date: time

past due: lampas sa due date

bill available online 3 to 4 days after the close date

recieved bill thru mail or email


Fees and Taxes = government mandated

FEES
A fee can be defined as "... the price one pays for rights or services."
charged for anything that incurs additional service, parts, labor, electricity, gas, etc.
regulatory-cost recovery fee

Food Delivery Service Fees
ATM Fees
Shipping Fees
Payment Fees


TAXES
Taxes cannot be negotiated. They are incurred as a percentage of a purchase and are sent to the government level of the location where the purchase took place.


Regulatory Programs & Telco Recovery fee
fee collected to recover government compliance costs and charges imposed on T-Mobile by competitors and other third parties to provide service for our customers.


Payment information
Pay as a Guest (My T-Mobile no login necessary)


AI Tool
fetch and co pilot

8675309

014785236

insurance is upon the 30 days activation of the device
manufacturer warranty expiration is 12 months

SOC: service order code

PAH / PI :
Primary Account Holder / Primary Indicator

Preferences = in manage profile is opt out to all marketing and advertisement

7680
768
853.12
213.12
128
597.12
1792
in 64 hrs in time key
10,240 in 160
10,880 in 170
bstmxfam

Add a line will use DASH
Activating high speed internet or home internet
and search if location is available for home internet


PST DAY 4


The lobby
*https://c2.t-mobile.com/systems-steps/The-Lobby


taxes and fees
payment arrengements
different simulation for samson and atlas
todd

*https://c2.t-mobile.com/care-learning/care-learner-content/todd-demonstrations TODD

bill currents
bill arrears

Start

*https://c2.t-mobile.com/care-learning/care-learner-content/lvlup-interactionskills

Emphathy
recognize emotion in others and understand people respective
how we feel on those moments

i know its important that we get that phone fixed so you can stay in touch with your family acknwkege
i would feel ythe smae way and its critical to keep you connected =respond
im going to make sure you get a working phone lets start trouble shooting to see the cause of the issue = move forward then take action

Emphaty heroes

t- mobile id
home internet
connected call

courtesy cowboy

soft skill listening
=give the cx full attention
=let them speak uninterupted
=keep an open mind just listen
=give breif interaction like yes uhm
=ask questions

recognize tenurity
show appreciation
acknowledge loyalty
cx who is appreciated will stick longer

what is mean to negotiate
identify maximum amount and give the half
use a positive word

Overcoming Customer Objections When Collecting Past Due Balances
4 important dependencies
acknowledge demonstrate empathy and courtesy
assure and collect
action
customer experience show magenta love

owning the NO

emphaty
transparent
focus on what you can do


Awesome cx service
phone interaction with bots and rep billing issue

There has to be a better way
password problem transferred multiple times
password recovery


foundational skills pro
Samson navigation use to and practice moreSS


COR CHANGE OF RERSPONSIBILITY look for C2 documents

Existing cx part 1
BRP and verify the account

step 2
BAN isnt involuntary suspended
past due delequent
on extended payment schedule
extreme roamer reduction account

A COR cannot be completed within the first 90 days of the msisdn being established

Read the required disclosure
feature and promotion
cx agreement


COR part 2

paste the agreement on the memos
send info to the customer
move authorization
Ask if the potential cx is vailable if not call activation if no account or care if they already have an account within 30 days

FUTURE DATED CANCELLATION
RETAINING CX
Cancellation on C2
cancellation is a future dated and provide the closing date if they object offer a same day cancellation
Tell the billing impact
if cx is bill current cancelled line wont be bill on the next billing statement
if the bill arrears the cx will see charges on the next biiling cycle

access to voicemail will also have problem when cancelling
follow thru and schedule the cancellation
its creates a win win situation

RETENTION PRO TIP
retaining cx
being able to listen and hear things before they become a big issues and in your face cancellation
* REACTIVE CX RETENTION: Save and guide procedures in C2
give you long term solution


TRIGGER STATEMENT
A pro will always go to the root cause
must see the triggers both stated and not stated

Care Interaction Model - Job Aid
=Use a Personalized Greeting

=Recognize and Respond
to Customer Effort
=Show You Care
=Own the Experience
=Ask Questions & Research to
Understand Needs and
Identify Root Cause
=Utilize Your Tools
=Position recommendation to
Resolve the Customer’s Issue
=Provide necessary information
to reduce future impact
=Provide Relevant Self-Help
and Offer Digital Assistance
=Provide a recap that
confirms resolution
=Close with a personal touch


*https://t-mobile.bravais.com/document/269252/preview

TENH Behavior Evaluation Guide



*https://core-t-mobile.bravais.com/api/dynamic/content/e90f0b4b-8024-430a-9916-5abe54d42f90/
Greammar Spelling and Punctuation

Grammar = It's a system of language rules for how we use words in sentences.

Word Usage
*https://t-mobile.bravais.com/document/275270/preview

5 Spelling Rules to Know
*https://t-mobile.bravais.com/document/275301/preview

Microsoft Word - Guide to Punctuation Marks
*https://t-mobile.bravais.com/document/275435/preview

Style guide & tips: Messaging
*https://c2.t-mobile.com/departments/messaging/style-guide-and-tips-messaging


Thank you for being a loyal T-Mobile customer!

*** https://c2.t-mobile.com/care-learning/care-learner-content/lvlup-interactionskills

*** https://c2.t-mobile.com/care-learning/care-learner-content/lvlup-accountsupport


verification pro tip
verify the password / complete OTP policy / follow the verification policy S

We ask to verify personal information

Difference between a BRP authorized user and Incomplete verification
Password access and make changes / authorize user brp trust S

What’s an Unauthorized User = cant verify but still assist or help
not listed on the account and not the brp or pretending the brp

extralevel of security OTP for acccount changes

NBA next best action


Path to resolution
Greet and introduce yourself
Detrmine the cx needs
Respond with courtesy and concern
Fix it Resolve it right the first time
Deepen the relationship
Provide self help
Recap
Close

Why we verify = to protect customer and the company true privacy and security

CPNI and PII
*https://c2.t-mobile.com/accounts/cpni-and-pii-information

CPNI
Customer Proprietary Network Information (CPNI)
= the use of telecommunication services, such as numbers called, duration, date/time of calls, call type, city and country called , and number of calls.

PII
Personal Identifiable Information (PII)
=a person’s first and last name, social security number, financial account, state ID number, credit or debit card number plus the security code or PIN or password that permits access to a financial account.


Credit Where it Saves: Turning Value into Loyalty
*https://www.brainshark.com/1/player/t-mobile?pi=zGdzLRq5nzp69Bz0&r3f1=79433d6e626f3725753b5f286e7b7f7e242e2d4a24693c7f696474274d2f73717923643f3c04&fb=0

For cx retension / offer this save
10$ save offer
10$ credit right now and 10$ credit every month for 6 month
10$ off for 6 moths

how many perks they didn’t even know they had!
let them know about special offers like our 3rd line discount or BOGO promos when adding lines
you can offer $10 off per month for the next 6 months. It gives them some breathing room to explore all the value their plan really offers, on us.

Hardship support options we have—it’s all about finding the right way to help based on their situation.

Network support options with them—we’re here to help get things back on track.
To thank them for sticking with us while we work through it, you can offer $10 off per month for the next 6 months.

Look at the Experience support options so we can make things right and show we’re listening.
To thank them for being with us—and to make up for any past frustrations—you can offer $10 off per month for the next 6 months. It’s our way of turning things around and showing we truly value their loyalty.


apply a $10 Goodwill Credit as a BAN LEVEL ADJUSTMENT. selects "NETOUT" in the example, however you will select GDWLL when you apply the credit for this offer.
You need to add the Discount Offer SOC to the customer's account: C25SAVE7

Care: $10 off for 6 months
total of 70$
*https://c2.t-mobile.com/offers/25330
*https://c2.t-mobile.com/news/care/lets-save-our-customers-because-they-matter

Billing Responsible Party and Authorized Users
https://c2.t-mobile.com/accounts/billing-responsible-party-and-authorized-users

Billing Responsible Party (BRP) authorize to make major changes on the account
=Account type conversion requests
=Add or remove Authorized Users
=Bill cycle changes
=Billing Name changes
=Cancel an account (BAN) or line (MSISDN)
=Resume canceled lines
=Delete Future Dated Cancel requests
=Change of Responsibility - Release line requests
=My T-Mobile permission changes
=New device purchase or upgrades using EIP (within the first seven days of the account being activated)
=Customer PIN/Passcode changes
=Paperless Billing email and billing address changes (BRP or PAH role if same name as BRP)
=Request Temporary Port Out PIN (TPOP) (Refer the PAH to T-Life or My T-Mobile from their mobile device to request a TPOP.)
=Refer the BRP/PAH to T-Life or tmo.com from their mobile device to request
=Remove SIM Protection or Port-Out Protection features
Refer the customer to the T-Life app or My T-Mobile to remove the features.
The Primary Account Holder (PAH) role is required to remove these features in the app or website.

Port-out requests
*https://c2.t-mobile.com/accounts/port-out-requests#steps9
Do it first on self service transfer to NTC
Transfer the customer to NTC Inbound: English (Skill 518) or NTC: Spanish (Skill 285).

Buyers remorse 14 days only
Returning the device within the day of purchase


PAH can only do changes thru online account but not thru agents
PAH can add another user thru online

Minor can not be an authorize user you can remove them


PST DAY 5

https://app.powerbi.com/groups/me/apps/ee093f48-809a-4ae7-9522-6f1685a002e6/reports/591e09c8-02ac-4c47-a395-f1976144e843/ReportSection533ddfd0349c16339bff?experience=power-bi

**** https://app.powerbi.com/groups/me/apps/66c9fe2e-2d0b-486b-a4ce-d95585ebbed3/reports/98faa07a-bd68-4093-8ecd-523b06120c9c/ReportSection6807776857e10106b845?ctid=be0f980b-dd99-4b19-bd7b-bc71a09b026c&experience=power-bi


mis commitment
mis call back
follow up


*** https://app.powerbi.com/groups/me/apps/66c9fe2e-2d0b-486b-a4ce-d95585ebbed3/reports/ff2a4243-d3d0-4f31-9be1-6dc57572f1b2/ReportSection726ba2d3a4325b7650ee?ctid=be0f980b-dd99-4b19-bd7b-bc71a09b026c&experience=power-bi

Samson
worklist
date 0 then ok to see any follow up call

*** this call is recorded for training and quality purposes

WHAT ARE CUSTOMER MISTREATS?
https://c2.t-mobile.com/internal-files/attachments/Mistreats%20Scoring%20Guide_Ops.pdf


GLEAN
*** https://t-mobile.glean.com/?qe=https%3A%2F%2Ftmobile-prod-be.glean.com%2F

transfered call should have token and fully verified

based on the notation on the account.. this is your concern and reason for calling.. is that correct?

A Year of AAA ON US!
different company they have to call them
https://c2.t-mobile.com/offers/5680c


*** before taxes and fees

*** 2001185244 ***

Go5G plan
for 2nd line
Tablet / sync up proper can not add for 2 lines its only for voice call call and not for internet line

look for an upgrade plan where you can add netflix plus on us

* In the U.S., Netflix offers three main subscription plans: Standard with Ads, Standard, and Premium. The prices are as follows: Standard with Ads is $7.99 per month. Standard is $17.99 per month. And Premium is $24.99 per month.


Military service status
Verification: Military plans
* https://c2.t-mobile.com/plans-features/military-plan-verification#subhead5


Gold Star Family member
=Primary identification is a Registered Military Dependent card.
=Additional documents that show your relationship as a "deceased beneficiary is acceptable."

Gold Star Family members
(which are immediate relatives of U.S. military members who have lost their lives in combat or certain military activities).
=Customers must be the Billing Responsible Party (BRP) or Personal Guarantor (PG).
=Customers in the Reserves or have a status other than Active Duty must be the BRP or PG.
=A Change of Responsibility may be needed to qualify for a Military plan.


customer fail to verify because documents were not submitted
will be back to regular plan
Account should be fully verified
Customers must complete online verification within *45 days* of activation.

Verification: First Responder plans
* https://c2.t-mobile.com/plans-features/first-responder-verification


55+ plans age calculator
* https://c2.t-mobile.com/plans-features/55-age-calculator

T-Mobile plans comparison guide
* https://c2.t-mobile.com/plans-features/plan-comparisons


https://notes.io/wFVyP

Device Comparison Tool
* https://c2.t-mobile.com/devices/device-comparison-tool?token=MVSfgRX37TcwdQMYWcPc


*** ALAWAYS INFORM CX IF TAXES IS INCLUDED OR NOT ***

PST DAY 6

*** T life app how to manage :
1. Log in to My T-Mobile or T-Life.
=T-Life: Select Manage tab > Gear icon > Profile > Military Verification.
=My T-Mobile: Click Profile > Edit the profile > click the Profile link in the breadcrumb at the top of the page (below the Shop menu and to the left of the T-Mobile ID link) to access profile settings so that customers can verify. You can re-assure customers that the Profile link in the breadcrumb will NOT take customers backwards in the process.
2. Select the correct line for your Military Status.
3. Review and agree to the verification terms.
4. Select your Military Status and enter any required information into the form for the military person on the account or the registered family member when selecting Gold Star.
5. Click Submit Information. Retail employees should confirm customers submitted the verification prior to leaving a store. If they did not, they must be switched to a standard plan.
6. Advise customers they will receive a text message confirmation within 48 hours if the verification was successful and no further documentation is needed.
=If credentials cannot be verified, customers need to upload documentation that confirms their Military status.
=After the documentation is received, customers will receive an email response within 24 hours.
=Follow the troubleshooting steps below if customers' documentation is not accepted.


Connect, collect, protect
*** https://c2.t-mobile.com/accounts/collections-call-flow

Postpaid Plans (Retired)
MAGENTA PLANS
*https://c2.t-mobile.com/plans-features/postpaid-plans-retired

Retired Plans and Features Requests
Acceptable Scenarios to Add Retired Services
*https://c2.t-mobile.com/plans-features/retired-plans-and-features-requests#subhead2


Magenta Complete plans
Magenta Complete plans are T-Mobile versions of * SPRINT PLANS * that match what customers
** https://c2.t-mobile.com/plans-features/magenta-complete-plans

WHAT ARE CUSTOMER MISTREATS?
*** https://c2.t-mobile.com/internal-files/attachments/Mistreats%20Scoring%20Guide_Ops.pdf


CALL BACK IS ONCE
FOLLOW UP CALL BACK 2X

COULD NOT CALL BACK TO MAKE A PAYMENT BECAUSE WE ARE NOT COLLECTION PROCESS IT IN SELF HELP OPTION IN T-LIFE

THERE IS A MINIMUM PAYMENT OR CHARGE FOR PAYMENT ARRANGEMENT..


Transfer support
* https://c2.t-mobile.com/accounts/transfer-support

Outbound calls and texts
* https://c2.t-mobile.com/accounts/outbound-calls


Self Service Support
* https://c2.t-mobile.com/systems-steps/self-service-support

T-Mobile app
* https://c2.t-mobile.com/devices/t-mobile-app

Hate speech, harassment, and excessive calls * https://c2.t-mobile.com/accounts/harassing-and-excessive-calls

CALL EVALUATION GUIDE
* https://t-mobile.bravais.com/adminportal/document/308414/preview

* restore fees is included on the payment arranggement if the account is suspended
* late fee will be added on the next month bill


Payment arrangements: Atlas
* https://c2.t-mobile.com/systems-steps/atlas/payment-arrangements-atlas

Payment support fee
* https://c2.t-mobile.com/accounts/payment-support-fee


paymnet online