90 lines
2.4 KiB
Markdown
90 lines
2.4 KiB
Markdown
# 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
|
|
|