# 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