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Path to Resolution

Authored by Franco Bernaldez

Business

University

Used 17+ times

Path to Resolution
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15 questions

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1.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

What are the TEX Pillars?

Are Happy

Use the NBA

Stay Longer

Deepen the relationship

Do it with less effort

2.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

What behaviors can bring the Pillars to life?

Make a personal connection with your customer, while being yourself and having fun.

Proactively resolve issues before they happen.

Talk up Un-carrier moves and the benefits of being a T‑Mobile customer.

Recommend products and services that best fit a given customer's needs.

3.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

What is TEX Branding?

Educating the customer about TEX when it makes sense during the call.

Identifying yourself as an Expert.

Organic and personal interactions

Calling yourself as a SPECIALIST

4.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

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

Signature Response

Greeting

Recap and Close

Fix-it

5.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Immediately communicate your unique personal commitment and eagerness to help.

Signature Response

Greeting

Fix-it

Self-help

6.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

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

Fix-it

Signature Response

Deepen the Relationship

Determining the Customers Needs

7.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

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

Probing Question

Deepen the Relationship

Fix-it

Self-help

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