vault backup: 2025-03-16 18:59:42

CWC 1 - Consistency.md

@@ -1,20 +1,23 @@
 # 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. 
+
+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. 
+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 
+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
@@ -24,6 +27,7 @@ Why Tesco Mobile?
 - Convenience, people come with their shopping
 
 Why
+
 - Long standing MVMO (2003)
 - 5m customers
 - Clubcard prices
@@ -39,10 +43,12 @@ Love
 - 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
@@ -52,8 +58,11 @@ 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
@@ -64,7 +73,9 @@ Everyday, dedication, simple stuff.
 		- Stand up
 	- Understand the Customer's needs
 	- Engagement
+
 ### Safe and Legal
+
 - Ensuring protection of PII
 - CLEANING MODE? Quantum Stores!
 - Must Informs
@@ -72,13 +83,17 @@ Everyday, dedication, simple stuff.
 - 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
@@ -86,4 +101,3 @@ Everyday, dedication, simple stuff.
 - App Activations
 - More time with all customers
 - Reduce unnecessary contact and visits
-