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Transcript

UN-CARRIER ETIQUETE

  • T-Mobile is out to change wireless for good; we call it being the Un-carrier!
  • When we joined forces with Sprint, we became an even bigger, stronger, and supercharged organization, leading us to build the world's best network.
  • The time is now and WE WON'T STOP!

WHAT REPRESENT US?

HOW WILL YOU KNOW THE UN-CARRIER ETIQUETTE IS GOING WELL?

  • They feel welcomed and valued.
  • The conversation is normal and natural - not scripted.
  • If you have to ask customers to hold, check in to keep them updated on what you're doing.
  • Every interaction is valuable - not just the ones that make money.

SMILE BEHIND THE DIAL?

They feel welcomed and valued

The conversation is normal and natural - not scripted.

If you have to ask customers to hold, check in to keep them updated on what you're doing.

Every interaction is valuable - not just the ones that make money.

UNCARRIER GREETINGS

THE UN-CARRIER GREETINGS...

REGULAR GREETINGS

Most greetings at other service providers are scripted, and very predictable

At Metro by T-Mobile, we don't make everyone use the same standard greeting.

Our greetings are more informal and conversational. Fun & Upbeat Simplified Genuine Confident

Fun & UpbeatSimplified Genuine Confident

BULDING RAPPORT

You can build rapport by acknowledging the reason for the call, empathizing, and then asking open-ended questions to learn more. All of these things help to build a relationship with your customer. This helps to create trust between you and your customer.

Not every situation calls for empathy, but one myth about empathy is that we only use empathy to respond to negative situations or emotions. Nothing could be further from the truth. Empathy is the ability to share someone else's feelings or experiences by imagining what it would be like to be in that person's situation - those feelings or experiences can be positive too!

EXAMPLES OF HOW THE EMPATHY SOUNDS

Customer: "I'm considering switching to Metro by T-Mobile." Acknowledge: Great! I would be happy to help you find the best deals Metro by T-Mobile has to offer. Empathize: I would definitely want to know what options are out there. Ask open-ended questions: Can you tell me about your current wireless services?

Customer: "I'm considering siwtching to Metro by T-Mobile but want to keep my own device." Acknowledge: Awesome! You've come to the right place. Empathize: I understand how important it is to keep a device you love! Ask open-ended questions: What are some of your favorite device features? Like, what can't you live without?

EXAMPLES OF HOW THE EMPATHY LOOKS LIKE