Objectives:

1. Understand the differences between Ladex,

Training Title: Suspended and Cancelled Accounts. 210
Genned Up: Suspended 2. Identify key information on the customer’s Minutes
Accounts account by doing an effective visual audit Total
3. Properly Positioning the Resolution

SAY: Welcome to Genned Up: Suspended Accounts! It

is one of our newly launched courses specifically
designed to address the pain points of our experts
especially in handling Suspended accounts. In our
Slide 1: Welcome effort to help the site improve its performance,
Operations, Training, Quality and the CSMs collaborated
in creating this.
5 minutes
Operations – provided data on how the site was greatly
impacted on this pain point
Quality – provided the behaviors that needs to be
corrected
CSMs – provided us the list of incompliant behaviors
Training – created the course to help us resolve the
challenge
Description, Actions – SAY, ASK, Time
Slide Topic Allocation
CLICK
Slide 2: Agenda

SAY: We are going to cover several topics in 3 and half

hours. Here are the items we will cover. Let’s go 2 Minutes
through each one of them.

Slide 3: Objectives

SAY: At the end of this course, these are items that we

want to achieve. Help me read each one of our 3 Minutes
objectives.

Slide 4: SAY: Please know that this is a free environment.

Whatever you say/share will not be taken against you.
This is a venue for us to correct/clarify the things that
we normally do when we receive this type of calls. This 10
is for the sake of us understanding where the Minutes
disconnect is and focus on that area to help drive
performance.

1 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao

 Slide Goal:
Share what are the struggles that they
encounter when they receive a
suspended account call type.
Slide 5: Policy Exploration
Slide Goal:
Experts to understand better the
Ladex/suspend/cancel for non-
payment policy in C2.
(DOC-415795)
2 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao
Then ask,
“How do we resolve it today?”
“How much do you know about the difference of Ladex,
Suspended and Cancelled Accounts due to Non-
payment?”
“How difficult is it for you to decide on what resolution
to give to the customer and why?”
THINGS TO EXPECT: Them sharing the things they do,
they advise the customer about, and how they resolve
the concern. Balance CEO, Check Adjustment History,
Payment History, Tenure, Memo, Billed charges,
Collection Widget, PA screen, etc.
You are free to give your own experience as well.
Thank them for sharing their ideas/experiences then
transition to the next slide.
SAY: We will be refreshing our minds on how we
understand the policy relating to the topic. Now, let’s
have a little activity.
Policy Exploration!
(if there is no available PC, print the C2 documents)
Things to prepare :
- Pens
- Paper cut outs
- PC/printed C2 documents (DOC-415795)
1. Audience should navigate C2/printed C2 documents
about Ladex, Suspended and Cancelled Account due to
Non-Payment. Allow them to read and understand the
30
policy for 10 minutes.
Minutes
2. Distribute the pens and papers.
3. Instruct the audience to write 2 questions about the
topics stated on one side of the paper.
4. Then, write the answers on the other side. (1 minute)
5. Next, learners should pass their card with the
questions and answers to the person on their right
6. The person who receives the paper should read the
questions and find the answers in the documents they
reviewed
7. Once learners find the answers, they may turn the
paper around to see if they got the answers correctly.
NOTE: Learners should not look at the back of the index
card until they find the answers in C2.
8. Should continue until all of the learners were able to
answer.

Slide 6: Visual Audit
Slide Goal:
Identify the importance of doing the
visual audit.
Slide 7: QV Visual Audit
Slide 8: QV Visual Audit
3 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao
*Please highlight key points that will be listed in the
notes section of this slide especially if these are not
mentioned on the activity.
*Debrief – get their AHA! Moments about the topics
TRANSITION to Slide 6: Great! Now we have covered
our first objective of this course which is about
understanding the differences between Ladex,
Suspended and Cancelled Accounts due to Non-
Payment, let’s move on to our next topic.
SAY: So why is doing an effective visual audit matter?
- Answers may vary.
- Appreciate responses and provide feedback is
necessary.
2 Minutes
TRANSITION to Slide 7: Let’s have sample account
screenshots and let’s identify key information that will
eventually help us in making the right recommendation
on the customer’s situation.
SAY: “What information on this page can help you
gather details on the customer’s issue?”
“What are the things that you need to take a look at
that can help you in determining a resolution on the
issue?”
5 Minutes
- Acknowledge all of their answers
- Provide feedback if necessary
THINGS TO EXPECT: Tenure, Bill Method, Close Date,
Due Date, Rate Plan, Account Status, Autopay, # of
lines, etc.
SAY: “What information on this page can help you
gather details on the customer’s issue?”
“What are the things that you need to take a look at
that can help you in determining a resolution on the
issue?”
- Acknowledge all of their answers 5 minutes
- Provide feedback if necessary
THINGS TO EXPECT: Aging (# of days Past due), Past
due amount, Details of the charges, due date, history
of the account, etc.
 Slide 9: SAMSON Visual Audit
Slide 10: SAMSON Visual Audit
Slide 11: How does it sound like?
Slide 12: Positioning Restore Fee
4 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao
SAY: “What information on this page can help you
gather details on the customer’s issue?”
“What are the things that you need to take a look at
that can help you in determining a resolution on the
issue?”
- Acknowledge all of their answers 5 Minutes
- Provide feedback if necessary
THINGS TO EXPECT: past due, bill method, due date,
autopay, close date, account status, special
instructions
SAY: “What information on this page can help you
gather details on the customer’s issue?”
“What are the things that you need to take a look at
that can help you in determining a resolution on the
issue?”
5 Minutes
- Acknowledge all of their answers
- Provide feedback if necessary
THINGS TO EXPECT: billed charges, unnecessary
charges billed
Say: In this part of the course, we will learn on how to
effectively position our resolution especially if we talk
2 Minutes
about Restoral Fee thus, targeting our last objective of
this course.
Say: Don't make fees a big deal for your customer. Your
customer's primary concern is probably to find out what
they have to do to get restored. Empathy is important,
but if your customer is just confused, concerned, or
curious about the policy, a generic reaction of "I'm so
sorry" or "I know this is really upsetting" can actually
make the interaction more stressful for your customer.
You are helping them restore their service, and odds are
15
good that if we handle the situation correctly the first
Minutes
time that this same customer won't be surprised if this
happens again.
Rounding up the payment and any fees - include the
restore fees on the balance on the account. Do not
separate the restore fee from the balance and focus on
the thought that it was an additional fee.

Slide 13: Sample Verbiages
Slide 14: Sample Verbiages
Slide 15: Negative Impact cont.
5 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao
Soliciting for the balance in full while providing the
benefits - make sure that you highlight the reason why
we are adding the restore fees on the balance.
Asking for any payment amount before immediately
securing the PA – proactively assume that the customer
can make a payment (especially if there is a 31-60 days
past due) instead of asking them if they can make a
payment. Then, transition to offering PA for the
remaining balance
Transition to Slide 16: Those are the tips that we can
use in positioning restore fees. Now, let’s take a look at
the sample verbiages prepared for us to have an idea
how to do it.
Say: These sample verbiages will give us an idea of how
the tips can be executed. Let’s take a look at how it will
sound like.
- Go through the sample verbiages. Highlight
5 Minutes
how the restore and payment arrangement fee
were discussed together with the balance.
Emphasized how we were able to talk about the
fees without lingering on the point that these
were additional fees.
SAY: Additional sample verbiages that we can use in
positioning restore fees. May it be informing the
customer about the charge or saying “No” to the
request of getting it waived.
5 Minutes
- Ask for inputs from the experts about the
verbiages that they are using to position the
topic.
- Provide feedback if necessary.
Say: Now, let’s listen a couple of calls that can help us
on how the other experts do it. During the session,
what we want you to check is how the experts
responded to the customer when they share their issue
and how they were able to position the restore fees.
Ladex Suspension (10:00) - 30
https://web.microsoftstream.com/video/d3665650- Minutes
6d61-4a46-8891-c47b195f9c4d
Restore Fees Call (2:30) - https://sharecast.internal.t-
mobile.com/audio/61446/restore-fees-call.aspx
Call of the Day: Suspended, Restore Needed (4:32) -
https://sharecast.internal.t-mobile.com/audio/92053
 Debrief: (Should be done every after call)
What stood out for you in the call? Why?
How can that practice help you in taking these kinds of
call types?
What SSO did the expert provided?
How does it impact the customer? You as an expert?

Slide 16: Scenario Next

Say: Now, we already have ideas on how we can talk

about the restore fees and how it should sound like 2 Minutes
over the phone; let’s put it all in a practice.
..

Timer – 10 minutes (explain the reason behind the

timer)

Ask someone to act as the expert

Facilitator should act as the customer
Coach should be the one to provide feedback

Debrief:
Slide 17: Scenario 1 What are the highlights?
What could have been better?
What options could have been provided?
15
Things to look at:
Minute
RECAP = recap capital, serves as the confirmation of the
things done during the conversation, check if the
customer also understand the things done
SSO provided = our goal is long term resolution, make
sure that the customer will not call back for the same
reason or any other reasons related to the issue

Provide feedback on the behavior displayed during the

role play but highlight key points listed above since
these are the behaviors observed by the QA team that’s
hitting our FCR badly.
Slide 18: Scenario 2 Timer – 10 minutes (explain the reason behind the
timer)

Ask someone to act as the expert 15

Facilitator should act as the customer Minutes
Coach should be the one to provide feedback

Debrief:

6 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao

 What are the highlights?
What could have been better?
What options could have been provided?

Things to look at:

RECAP = recap capital, serves as the confirmation of the

things done during the conversation, check if the
customer also understand the things done
SSO provided = our goal is long term resolution, make
sure that the customer will not call back for the same
reason or any other reasons related to the issue

Provide feedback on the behavior displayed during the

role play but highlight key points listed above since
these are the behaviors observed by the QA team that’s
hitting our FCR badly.
Timer – 10 minutes (explain the reason behind the
timer)

Ask someone to act as the expert

Facilitator should act as the customer
Coach should be the one to provide feedback

Debrief:
What are the highlights?
What could have been better?
What options could have been provided?

Slide 19: Scenario 3 Things to look at:

RECAP = recap capital, serves as the confirmation of the

15
things done during the conversation, check if the
Minutes
customer also understand the things done
SSO provided = our goal is long term resolution, make
sure that the customer will not call back for the same
reason or any other reasons related to the issue

Provide feedback on the behavior displayed during the

role play but highlight key points listed above since
these are the behaviors observed by the QA team that’s
hitting our FCR badly.

There are additional role play scenarios in a WORD

document (Suspended Accounts SP) that you can use
for additional practice. These scenarios involve
screenshot on suspended account that the participants
can take a look at so they can apply the learnings in an
7 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao
 almost real life scenario.

Slide 20:

Say: Aside from those you mentioned, do we have any

5 Minutes
questions you want to raise?

Say: I want to hear it from you guys on what are your

key takeaways from this training.
- Appreciate responses
- Provide the benefit of their takeaways

SAY: But before we go, let us revisit some of the

important key points that we need to take note of.

Use Resources - ALWAYS review DOC-415795 when

handling a delinquent customer.
Slide 21: KEY TAKEAWAYS
Account Audit - Full Visual Audit and overall Account
history should be reviewed when understanding the
circumstances of any customer. 5 Minutes

Fee Disclosure - ALWAYS disclose Restoration Fee

charges when a customer is at risk of being suspended
or is calling in due to suspension, whether you take
payment or not.

Own Your Business - Restoration Fees should NEVER be

proactively waived -No matter what. Think about your
P&L.

Confidence - Display confidence when discussing

Restoration Fees. When we apologize to the customer
for charging the fees, we are opening up a
dissatisfaction dialogue with the customer.

8 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao

 Slide 22: Questions?
Say: Let’s go back to our Objectives and see if we have
ticked each one of them.
3 Minutes
Great!

Congratulations in completing the course.

Make sure that they finish it. Score will be posted in the 20
Pre/Post Test (QUIZIZZ)
tracker. Minutes

9 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao