T-Mobile and Simply Wireless Orientation

T-Mobile and Simply Wireless Orientation Confidential and Proprietary Information of T-Mobile USA Courtesy and Agenda Thank you for. . .  Being on time  Participating enthusiastically Course Map. . .  Introduction  T-Mobile to Go  Turning off your phone  T-Mobile Vision  Coverage, Service, Equipment  Activation & Tools  Data Lab  Practice Confidential and Proprietary Information of T-Mobile USA 2 Background Who is T-Mobile?  T-Mobile USA is part of Deutsch Telekom, one of the largest telecommunications companies in the world  T-Mobile USA is the 4th largest wireless service provider in the United States  At of the end of 2007 we have over 28 million customers  US headquarters: Bellevue, Washington Confidential and Proprietary Information of T-Mobile USA 3 T-Mobile Awards  The only telecom company to make Business Week’s list of the TOP 25 service companies in the US for 2 consecutive years.  T-Mobile has repeatedly won the following J.D. Power and Associates awards: Highest Overall Customer Satisfaction with Wireless Customer Care 7x in a row Highest Customer Satisfaction with Wireless Retail Service Highest Customer Satisfaction with Wireless in all 6 regions of the United States 5x in a row Highest Customer Satisfaction with Wireless Business 2x in a row Confidential and Proprietary Information of T-Mobile USA 4 Characteristics What makes T-Mobile unique?  GSM  Rate Plans  myFaves   HotSpot Talk Forever Mobile  Award Winning Customer Service. Confidential and Proprietary Information of T-Mobile USA 5 GSM Global Systems for Mobile Communication  Globally accepted and leading standard  Over 1 billion subscribers in over 200 countries  International roaming capabilities  Smart Card/SIM functionality Confidential and Proprietary Information of T-Mobile USA 6 International Roaming  One phone, one number, wherever you go  Coverage in over 200 countries  No reoccurring monthly fee  No international operator hassles  No complicated international dialing codes  Visit www.T-Mobile.com for rates Confidential and Proprietary Information of T-Mobile USA 7 Our Vision Confidential and Proprietary Information of T-Mobile USA 8 Our Brand Vision “We are in the business of helping people bridge the gap between the demand of busy mobile lives and their craving to be connected (NOW) to the people that matter most to them.” Confidential and Proprietary Information of T-Mobile USA 9 The Sales Process Confidential and Proprietary Information of T-Mobile USA 10 The 3 V’s of Effective Communication   Visual – what people see Attire, posture and eye contact 55% Vocal – what people hear Voice projections, voice fluctuations 38% 7% 11  Verbal – the words you say Proper Grammar Confidential and Proprietary Information of T-Mobile USA The CSE Formula Coverage + Service + Equipment = Activation 12 Confidential and Proprietary Information of T-Mobile USA Personal Coverage Check What is a Personal Coverage Check?   Provides a detailed level of coverage – local, regional, national and international Sets coverage expectation for the customer Qualifying Questions for a PCC   Where do you live, work and play? Where do you travel? Confidential and Proprietary Information of T-Mobile USA 13 Personal Coverage Check Enter street address, intersection or zoom feature to see coverage down to street level Confidential and Proprietary Information of T-Mobile USA 14 Coverage at Home What if the customer doesn’t have good coverage at home? Talk Forever Mobile is the answer! (Formerly HotSpot@Home) What is Talk Forever Mobile?  Provides full coverage at home, any T-Mobile Hot Spot, and any location with unlocked Wi-Fi High speed internet connection and wireless router A Talk Forever Mobile capable phone $9.99 feature add on for unlimited calling What is needed to have Talk Forever Mobile?    Confidential and Proprietary Information of T-Mobile USA 15 Service T-Mobile rate plans      myFaves for family/individual Individual FamilyTime What five people do you call the most? How many minutes do you intend to use/currently use? How do you intend to use your T-Mobile Servicebusiness or personal? Confidential and Proprietary Information of T-Mobile USA 16 Qualifying questions to determine rate plan  myFaves What is myFaves?  Unlimited calling to any 5 numbers, any mobile carrier even landlines (except toll free #’s, 900#’s and international #’s) A bucket of whenever minutes Free nights and weekends starting at 9pm Each MyFaves can be changed once per monthly billing calendar Unlimited T-Mobile in network calling can be added  $6.99 individual plan  $9.99 family plan (covers all 5 lines)     myFaves for Families   Plans each line has its own 5 free numbers to call Add 3 more lines on a family plan for $9.99 each per month Confidential and Proprietary Information of T-Mobile USA 17 myFaves Interface Confidential and Proprietary Information of T-Mobile USA 18 Additional Rate Plans Individual Plans    Bucket of anytime minutes, more than any other carrier Free nights starting at 9 p.m. and free weekends  Except $29.99 plan, free weekends only Unlimited mobile-to-mobile calling can be added for $6.99 Start at $59.99 for 2 lines Bucket of anytime minutes shared between all lines Includes free nights after 9 p.m. and free weekends Also includes mobile-to-mobile Add up to 3 additional lines for $9.99 each per month Confidential and Proprietary Information of T-Mobile USA 19 FamilyTime Plans      T-Mobile To Go  No credit check or activation fee     New activation includes 10 minutes of airtime Gold Rewards applies after $100 of airtime is purchased International Dialing International Roaming-Canada & Mexico Confidential and Proprietary Information of T-Mobile USA 20 Messaging Bundles Includes instant, text, and video messaging! Individual Messaging Bundles    $4.99 for 400 $9.99 for 1000 $14.99 for unlimited FamilyTime Messaging Bundles  $19.99 unlimited for all 5 lines Confidential and Proprietary Information of T-Mobile USA 21 Complimentary Services         Enhanced voicemail Caller ID, call waiting and call hold Conference calling Minute checker #MIN# (#646#) Balance reminder #BAL# (#225#) Message reminder #MSG# (#674#) T-Zones My T-Mobile Confidential and Proprietary Information of T-Mobile USA 22 Product Finder Find this tool at www.tmobiletraining.com Search and compare phones by feature or brand Confidential and Proprietary Information of T-Mobile USA 23 Measuring Customer Service Providing Great Customer Service  Increases Customer Loyalty   Increases Activations Decreases Churn Two Programs to Gage Customer Service   The Secret Shop Program Voice of Customer Survey Confidential and Proprietary Information of T-Mobile USA 24 Secret Shop A mystery shopper comes in and mimics a customer shopping experience before they buy  Scored on a scale Minimum of 0%-100% Expectation Greeting  Divided into 3 sections 92% Sales Presentation The Close Confidential and Proprietary Information of T-Mobile USA 25 Voice of Customer An Interviewer phones customers and asks them to rate their in-store service experience  Divided into 4 Minimum sections Expectation  2 questions weighted for score Store Experience 90% Sales Rep Experience 75% On-boarding (new activations) Overall satisfaction Likelihood to recommend T-Mobile 25% Confidential and Proprietary Information of T-Mobile USA 26 Activations and Tools Confidential and Proprietary Information of T-Mobile USA 27 Fraud Customer Fraud  Using someone else's personal information, stolen information or husband signs for wife  Signing Service Agreement for business without authorization Sales Rep Fraud  Allowing wrong/forged signature on Service Agreement when credit has been run on someone else  Not witnessing the responsible party’s signature (mailed/faxed)  Adding additional lines of service without customer’s knowledge and/or signed Service Agreement Confidential and Proprietary Information of T-Mobile USA 28 Fraud What can you do to help?  Always check state issued ID - match picture and signature  If possible, photocopy ID and attach to Service Agreement  Verify customer’s SSN - ask them to repeat it back  Get a valid street address – not a P.O. Box  Witness the responsible party signing the Service Agreement  Get a valid signature BEFORE the phone is activated  Never leave credit information unattended in the store A conviction on subscription fraud can carry penalties of a year in prison and up to a $10,000 fine! Information of T-Mobile USA Confidential and Proprietary 29 Activations What do you need to activate T-Mobile?      SIM Card WLNP WATSON Manual Activations Cancellation Policy  I-CAM Confidential and Proprietary Information of T-Mobile USA 30 Subscriber Identity Module Benefits and Features of SIM Cards  Available only with GSM  Authenticates, encrypts and secures all transmissions  Contains all subscriber information  Stores names, numbers and text messages  Allows portability Confidential and Proprietary Information of T-Mobile USA 31 Wireless Local Number Portability What is WLNP?  Customers have the ability to keep their existing landline or wireless number when activating service with a new carrier- known as “porting” Ten Things You Need for WLNP: 1. Phone number of customer who wishes to port 2. Current service provider 3. Account name 4. Account address 5. Account zip code 6. SSN 7. Password from current account 8. Driver’s license or State ID 9. Two phone numbers where customer can be reached 10. Copy of current bill if possible Confidential and Proprietary Information of T-Mobile USA 32 Watson What is Watson?   Wireless Activities Transmitted Seamlessly Over the Network Runs credit and activates over the Internet with minimal time and effort   Automatically generates service agreements Enables activations to be completed in about 10 minutes  Allows for additional lines of service to be added to customer’s account Confidential and Proprietary Information of T-Mobile USA 33 Onyx Credit Process  Follow the ONYX Flow Chart    ONYX prompts for customer information Press * to back up or # to move forward To add a line to an existing account, call Activations - do not run credit Confidential and Proprietary Information of T-Mobile USA 34 Manual Activations To run credit you will need:             Service agreement Name, address, phone # Social security #, date of birth Driver’s license or state ID (must verify) Signature Dealer Code Customer’s SSN 15 digit IMEI (handset serial number) 19 digit SIM number Call Customer Care (or use WATSON) and provide customer’s SSN If the account is less than 60 days old, Customer Care will pull original ONYX score If the account is older than 60 days, Customer Care will look at payment history before approving an add-on Confidential and Proprietary Information of T-Mobile USA 35 To activate you will need: To add on to a current account: Customer On-Boarding Informing customer of important details provides for a better experience       $35 activation fee per line Prorated first bill 14 day return policy $200 early termination fee per line Remember to print out the “Getting Acquainted with T-Mobile Guide” Assist customer with voicemail and myFaves set up Provide your contact information Confidential and Proprietary Information of T-Mobile USA 36  FlexPay Everyone qualifies for T-Mobile  Payments are made in advance  There are no overage charges  Track minute usage by dialing #MIN#  Eligible for any plan offered by T-Mobile  Excluding some promotions Confidential and Proprietary Information of T-Mobile USA 37 FlexPay Features  Spend Control: When customers use up their whenever minutes, service stops for the remainder of the month, except for unlimited minutes  Flex account: Customers can add money to this account to get additional minutes(20cents per min); account begins with $5  Buy wallpaper, ringtones, text messages and even pay your bill!!!!!! Confidential and Proprietary Information of T-Mobile USA 38 FlexPay Credit Classes  M – 5 Lines   2 annual contract 3 month to month with no contract   N – 3 Lines    All month to month with no contract Use only if customer does not have SSN or specifically requests not to have their credit run All month to month with no contract U – 3 Lines Confidential and Proprietary Information of T-Mobile USA 39 I-CAM Indirect Customer Account Management  Change rate plans  Update handset information  Look up customer accounts  Add/delete rate plan features  Perform renewals/handset upgrades  View account history and billing summary  Activate, update or cancel EasyPay service Confidential and Proprietary Information of T-Mobile USA 40 Customer Renewals and Upgrades Must be processed in I-CAM  Customer must be in 23rd month or later of contract for upgrade   Customer account must be active and current Only one handset upgrade renewal per 2 year contract period  BAN account changes can not be performed  Family Time and Flex Pay changes must be performed by Customer Care Confidential and Proprietary Information of T-Mobile USA 41 T-Mobile Rebates Customer must submit the following  Copy of service agreement  Original UPC barcode from side of product box  A completed rebate form www.T-Mobilerebates.com Confidential and Proprietary Information of T-Mobile USA 42 Data Lab Confidential and Proprietary Information of T-Mobile USA 43 GPRS General Packet Radio Service   Internet access where you need it  In over 8000 cities Faster speed - average speeds 3050Kbps  Devices support up to 56K download     Always available connection Unlimited access Connect with PC card or phone International roaming available Confidential and Proprietary Information of T-Mobile USA 44 EDGE Enhanced Data for Global Evolution    EDGE Enable handsets get 4x faster data rates compared to GPRS   You can access speeds up to 144kbps Which allows 90% of our customers to have access to EDGE EDGE covers 70% of existing network Customer only needs to have an EDGE capable handset to get EDGE features   No extra cost to customer Seamless transition Confidential and Proprietary Information of T-Mobile USA 45 Data Devices Qualifying questions for data devices   Do you need 24 hour access to your email? Do you need to access the internet? Confidential and Proprietary Information of T-Mobile USA 46 Blackberry Data Plans BlackBerry plans Monthly price Nationwide calling Unlimited BlackBerry E-mail Add-on BlackBerry Internet Service Plan BlackBerry Internet Service Plan BlackBerry Enterprise Add-on BlackBerry Enterprise Plan $9.99 Add-on to any voice plan Add-on to any voice plan Plus 20 cents per minute Add-on to any voice plan Plus 20 cents per minute BlackBerry e-mail $19.99 BlackBerry e-mail Real Web browsing $39.99 $29.98 BlackBerry e-mail Real Web browsing Enterprise Server e-mail $39.98 Confidential and Proprietary Information of T-Mobile USA 47 Sidekick Data Plans Sidekick Add-on $19.99 per month Add to any T-Mobile calling plan Plus 15 cents per minute for all nationwide calls Plus 20 cents per minute for all nationwide calls All Sidekick plans give you UNLIMITED: Sidekick Prepaid $1.00 per day Instant messaging Text messaging Real Web browsing E-mail Sidekick Basic $29.99 per month Confidential and Proprietary Information of T-Mobile USA 48 Smart Phone Data Plans Smartphone plans E-mail Add-on Monthly price $9.99 Unlimited e-mail Unlimited Internet access via GPRS/EDGE Total Internet Add-on $19.99 Unlimited T-Mobile HotSpot Wi-Fi access Included Unlimited e-mail Add to any qualifying T-Mobile calling plan Unlimited Internet access via GPRS/EDGE Total Internet Plan $39.99 Unlimited T-Mobile HotSpot Wi-Fi access Unlimited e-mail 20 cents per minute nationwide calling Confidential and Proprietary Information of T-Mobile USA 49 T-Mobile HotSpot What is T-Mobile HotSpot?  Easy, Fast and Convenient  National Wi-Fi network  802.11b network  T-1 speeds (over 1 Mbps)  Over 7000 locations Where are some of the HotSpot locations?  Kinko’s  Borders  Airports  Hyatt Hotels  T- Mobile Retail Stores, and more on the way! For international roaming in Europe check TMobile.com/HotSpot Confidential and Proprietary Information of T-Mobile USA 50 T-Mobile References www.T-Mobile.com  T-Mobile’s web based presence to consumers https://watson.t-mobile.com  Activate T-Mobile online https://icam.t-mobile.com  Indirect Customer Account Management www.T-MobileTraining.com  Training site for dealers  Download rebates,collateral, forms  Take trainings on handsets, PDA’s, products and services www.TMobileRebates.com  Download rebate forms  Customers can track their rebate return process Confidential and Proprietary Information of T-Mobile USA 51 Telemarketing Policies  T-Mobile does not approve of telemarketing and spam activities for soliciting sales  T-Mobile and its dealers are expected to also adhere to the National Do Not Call rules Confidential and Proprietary Information of T-Mobile USA 52 Thank you! Confidential and Proprietary Information of T-Mobile USA 53