Path to Resolution

What are the TEX Pillars?

• Are Happy

• Use the NBA

• Stay Longer

• Deepen the relationship

• Do it with less effort

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.

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

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

• Signature Response

• Greeting

• Recap and Close

• Fix-it

Immediately communicate your unique personal commitment and eagerness to help.

• Signature Response

• Greeting

• Fix-it

• Self-help

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

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

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

• T-Mobile App

• Self-help

• T-Mobile Website

• SIVR

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

• Deepen the Relationship

• Carrier Freedom

• Forever Upgrade

• Buy One get One iPhone

Provide a short summary and create a lasting impression.

• Signature Response

• Self-help

• Recap and Close

• Recap and Close