G4G0-2/CWC 1 - Consistency.md

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

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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

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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