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