TEX Pillars

To what pillar belongs this behavior "Reinforce value of products and services"

• Sales offer

• Are they staying longer

• Verbalize your actions

• Grand Central

To what pillar belongs this behavior "Provide relevant self support"

• Customer Happiness

• Are they staying longer

• I love T-Mobile

• Reduce Customer Effort

What metrics will impact if she is happy?

• Customer Happiness

• UP and FCR

• Stay Longer

• Un-carrier Perspective

"I´m so upset because I have to call every day and my problem still unsolved. What are you going to do to help me?" What you should do first?

• "ok, let me help you"

• Ask for the pin to verify the account.

• Acknowledge customer effort and thank him for his time.

• Recognized customer tenure.

What tool should I use to send homework to my customer and make sure they don´t callback?

• Grand Central

• C2

• FCR

• Set up a follow up for 3 days

What Pillar it´s the most important?

• Deep customer relations

• Are They staying longer

• Customer happiness

• Reduce customer effort

• All the Pillars are important