Path to Resolution - T-Mobile

PATH TO RESOLUTION:

Explain the benefits of saving time and staying connected using the App and my.t-mobile.com

• GREETING

• FIX IT

• SELF HELP

• RECAP AND CLOSE

PATH TO RESOLUTION:

Provide a short summary and create a lasting impression

• DEEPENING THE RELATIONSHIP

• GREETING

• RECAP AND CLOSE

• DETERMINING THE CUSTOMERS NEEDS

PATH TO RESOLUTION:

Use probing questions, listen for cues and do a visual audit to understand what a customer wants and needs for today and tomorrow

• DEEPENING THE RELATIONSHIP

• FIX IT

• GREETING

• DETERMINING THE CUSTOMER NEEDS

PATH TO RESOLUTION:

Offer a personalized solution based on your experience and what you have learned about the customer

• GREETING

• SELF HELP

• FIX IT

• DETERMINING THE CUSTOMER NEEDS

PATH TO RESOLUTION:

Right fit the customer with the products and services that best meet their needs and provide them with an optimal wireless experience

• RECAP AND CLOSE

• SIGNATURE RESPONSE

• SELF HELP

• DEEPEN THE RELATIONSHIP

PATH TO RESOLUTION:

Immediately communicate your unique personal commitment and eagerness to help

• SELF HELP

• SIGNATURE RESPONSE

• DEEPENING THE RELATIONSHIP

• FIX IT

PATH TO RESOLUTION:

Be the voice of Un-carrier. Set the tone for the customer-centric experience

• GREETING

• DEEPENING THE RELATIONSHIP

• CLOSE & RECAP

• SELF HELP

T-MOBILE is the UN-CARRIER because: (SELECT ALL THAT APPLY)

• We BREAK CHAINS

• We are #CustomerObsessed

• We resolve customer pain points

• We changed the wireless industry

Path to Resolution:

Which of the options below are part of Greeting? (SELECT ALL THAT APPLY)

• Sets the tone

• TEX branding

• Assurance of Resolution

• Fun and upbeat

Path to Resolution

Which of the options below are not part of the Greeting?

• Un-carrier

• Sets the tone

• Adjacent issues

• Fun and upbeat