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SUMMARY [Carreon, Marieson Louise D.]

  1. Take ownership of resolving issues(s). E.G. No worries, we are here to help you with your concern.

  2. Interact with authenticity and professionalism. E.G. Rest assured, (then outline the steps)

  3. Take steps to understand the needs to solve and right-fit. E.G. We understand what you're going through, we a t T-Mobile are here to assist you with your needs.

  4. Ask clarifying open-ended/probing questions. E.G. [do visual audit]

  5. Complete account research/reviews. E.G. Ask relevant questions

  6. Give specific benefits of solutions and/or offers. E.G. Always refer to C2.

  7. Let the customer know that you're on their side. Ask for partnership - you're in this together. E.G. (recap)

  8. Display empathy where appropriate. E.G. especially when BRP is deceased. Sample, National Outbound Resolution Team customer contact number change posted in Care on Jan 02, 2024 12:58 PM PST

There are changes to the National Outbound Resolution Team (NORT) due to recent outbound dialer migration that occurred on January 1, 2024. NORT handles the deceased BRP customer calls.

Changes

NORT toll-free customer contact number has changed. New outbound dialer platform does not support appointments. What to do

Calls made by customers to the previous toll-free number will automatically route to the new toll-free number.
Deceased BRP Request form will have the appointment option removed. The callback will be within a 72-business hour turnaround time from when the form is submitted. NORT will continue with two call attempts and voicemail.

MOVING FORWARD:

Hi cx, this is Louise from T-Mobile. I'm here to help. Let's partner together to get this resolved. Hi CX this is Louise from T-Mobile. How may I help you? [IF NO SPECIFIC CONCERN] Hi CX this is Louise from T-Mobile. I'm happy to take care of XXXX for you. Hi CX this is Louise from T-Mobile. Thank you for messaging us. How may I help you? Hi, __! This is Louise from T-Mobile. I'm here to help. We appreciate your patience in waiting to be connected. Let's partner together to get this resolved.

Aside from this. Would there be anything else that I can do to make your day even better?

TIPS:

a). If customer wrong payment amount, ask for receipt politely.

b). If cx asking for acct #, ask reason

c). If cx has wrong promotion, send link for redemption If cx wants account number, say we are unable because no proper authentication

d). If Cx complains of high bill, say happy to help, confirm if cx wants to cancel or lower the bill

e). If Cx wants foreign rep, just say randomly selected call and will receive the same help as a foreign rep.

f). If CX has no app for tmobile, send We appreciate your patience on waiting! I have tried to access your account however we are unable to open accounts without proper authentication. For this matter, you need to call us at 611 or 1-800-937-8997 so that we can help you for further.

g). If Cx return trade in phone to get monthly credits, ask for return label then receive

h). If Cx has undelivered package, probing questions then imply promotions.

i). If cx cannot pay, cx closes the conversation. MOVE ON!

TEMP CHECK:

While I am working on your account, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today?

CLOSING SPIEL [Good to go Convo]:

By the way, I also reviewed your account, seeing here everything is good, services are well provisioned. Rest assured everything is perfectly set on your account.