vault backup: 2025-01-30 09:27:31

CWC 1 - Consistency.md

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+# Questions
+A bit of confusion in our store which we haven't been able to find out is the Code S in the training, we are unsure where that would go or if it is even still used. 
+- Purposefully write information wrong, call agent "Code S referral"
+Churn option, loyalty bonus not clear, should say for leaving customers only. 
+- Discretion, case by case.
+Should have in-store device guides
+Where can we feed-back suggestions 
+- (Area Manager, or Manager)
+If existing customer, can we use banking app for card information
+
+
+Human Connection
+- Treat how wanted to be treated
+- Try hard for customers
+- Be yourself (already do)
+
+Why Tesco Mobile?
+- People come to Tesco Mobile for our reliability, competitive deals and information we can give, but they stay for our consistent customer service and lack of hassle
+- 1 in 100k official ofcom complaints
+- EU roaming
+- CPI
+- Vouchers
+- Points
+- Convenience, people come with their shopping
+
+Why
+- Long standing MVMO (2003)
+- 5m customers
+- Clubcard prices
+- Quantum stores
+- No EU roaming
+- MPS (Customer Service), just beat gifgaff
+Love
+- 99% coverage
+- convenience
+- tm protect
+- no commission, great service
+- family perks
+- anytime upgrade
+
+*********
+Every upgrade, TM app.
+Start pushing for 4G upgrades
+Home insurance, show the excess compared to protect. Claim = higher insurance
+Log notes as much as possible on carehub, open cases and close for everything less than inquiry
+****
+
+Excellent; Trustpilot
+Best customer service; ExpertReviews for multiple years
+Network of the year, best customer service; Uswitch (3rd year)
+
+# Consistency
+
+Everyday, dedication, simple stuff.
+## Pillars
+### Customer Ready <<<<
+- Not distracted, someone available in our shops all the time, unless impossible
+- Not on phones all the time, browsing on computers, etc
+- If cleaning for example, be ready to drop it quickly to serve a customer
+- Be knowledgable on non-essential systems and even current deals to be able to answer questions
+	TM
+	- Visibility
+	- Warm Welcome
+		- Stand up
+	- Understand the Customer's needs
+	- Engagement
+### Safe and Legal
+- Ensuring protection of PII
+- CLEANING MODE? Quantum Stores!
+- Must Informs
+- Insurance
+- mpro
+- Fraud
+- Panic Alarms
+### Fit for Trade
+- Professional
+- POS > WGLL
+- Standards
+- Clean, Tidy
+- Accessories and SIMs
+### Walk out Happy
+- Teaching rather than doing
+- SmartSwitch > Public WiFi unsafe, banking.
+- TM App
+- Improve NPS
+- App Activations
+- More time with all customers
+- Reduce unnecessary contact and visits
+