Path to resolution

What is under greeting

• Un-carrier

• Sets the tone

• TEX branding

• Uses customers name

What is not included under signature response

• Customer cues

• Assurance of help

• Confirm understanding

• Acknowledge customer effort

what is under determine customer's needs

• Probes for root cause

• Visual audit

• Uses customers name

• Adjacent issues

Under Fix-It what is not included.

• C2

• My T-Mobile

• Verbalized Steps

• Grand central

what's under self help

• Offer tool

• Grand Central SMS

• Balance CEO

• T-mobile App

What is not included under Deepen the Relationship

• si EX

• AAL

• Accessories

• C2

• Offer tool

What is under recap and close

• Acknowledge tenure

• send personal guarantee

• Thank customer by name

• Value positioning

Will the greeting and the closing be the same for every employee? Why or why not?

• No. The greeting and closing will be unique based on each employee's personality and Un-carrier touch.

• Almost never! We should always greet the customer, effectively respond and acknowledge them as people, figure out what the customer needs and find a resolution, do the resolution, set them up for future success with self-help, find an opportunity to bring them closer to T‑Mobile, and make sure they are fully aware of what we did, why we did it, and make them feel confident that they are good to go.

• compete against each other in a race to see

What is JOD

• Just upgrade my phone

• Jump on Demand

• Just on Demand

What is JUMP ON DEMAND program

• Intallment plan

• Leasing

• Refurbish