Genned UP: Payment Arrangement

Facilitator’s Guide

I. Delivering the objectives

Objectives:
 Recall proper call handling procedures by revisiting the Payment Arrangements policy.
 Having the collector’s mindset before setting up a payment arrangement.
 Identify Own the Solutions options when declining payment arrangement reset requests.

In slide 2, trainer states the following:

 “Today, we recall proper handling procedures for payment arrangement calls while keeping the
Collector’s Mindset in mind. We will also learn how to positively position Restore Fees.”
(Warm-up guide question: How do you understand Collector’s Mindset? Highlight WIIFM.)
 By using C2, we’ll complete scavenger hunts. There are two parts to this scavenger hunt. The first part
focuses on performing a visual audit to determine payment arrangement eligibility and the second part
focuses on general payment arrangement policies.
The following are helpful documents that will guide you in answering the questions:
■ Payment arrangements
■ Scheduled & Future Dated Payments
Answer Key: Found in TEX: I NEED TO SET UP A PAYMENT ARRANGEMENT from the new curriculum.

II. Scavenger Hunt: Visual Audit

Trainer will be facilitating a moving exam starting from Slide 3 and will need to prepare the following
materials:
 LCD projector (for the screenshots)
 25 questions to answer
 Bell
 Timer
 C2

Trainer Instructions:
 Each expert should have their own station with a notepad open numbering 1-25.
 Trainer will flash the screenshot as reference for the questions to be asked.
 When trainer starts to ask the first question, expert needs to put their answers on their PC (no.1)
 Expert is only given 30 seconds to answer. (answers are located on the screenshots flashed)
 Ring the bell when the timer is done and proceed to question no. 2
 When question no. 2 is asked, expert has to move to the next station beside hers/his.
 So on and so forth until you finished question number 25.
 Debrief (inform them that whatever score they see on their current station is their final score)
 Gather scores. (Also, let the experts know that this activity is also trying to promote NPS as they all
have contributed answers to one PC)
Important note: For questions 21-25, allow experts to answer the question for 1 minute.
Throw the questions below according to the following slides
Slide 4:
 How many days is the account past due?
 Does the account already have a payment arrangement?
 How much does the customer need to pay to be eligible for a payment arrangement?
 What is the most recent collection step in Automatic Treatment?
Slide 5:
 Does the account qualify for a payment arrangement?
 Does the account already have a payment arrangement?
 How many days is the account past due?
 What is the next collection step?
 If setting up a multiple installment payment arrangement today (9/19) and the customer is
going to make the first installment in 14 days, would the new bill have to be included?
 How long could you give the customer to pay the second installment?
 Will the customer need a future dated payment to set up an arrangement?
Slide 6:
 If today is 9/19, how many days is the account past due?
 Does the account already have a payment arrangement?
 Does the account qualify for a payment arrangement?
 Does the customer have any failed payment arrangements?
 What was the last collection step in Automatic Treatment?
Slide 7:
 How many days is the account past due?
 Does the customer need to pay anything upfront to qualify for a payment arrangement?
 What's the longest amount of time the customer can have for their first installment of a
recurring payment arrangement if they want to pay the past due balance only?
 Is an FDP required to set up this arrangement?

III. Scavenger Hunt: C2 Policies

Document needed: Payment Arrangements / DOC-417953

Establish scavenger hunt with the document needed in Slide 8. Practice navigational path rather than using
search.
Experts should provide either of the following paths:
1. C2 > Accounts > Collections & Past Due > Payment Arrangements
2. C2 > Accounts > Financial Care > Payment Arrangements
Ask the following questions to the class:
 When should a scheduled payment be set up instead of a regular payment arrangement?
 Which screen in Samson will indicate “Failed” if a customer fails a payment arrangement?
 True or false: All accounts statuses are eligible for making payment arrangements.
 True or false: If a customer has a two-part payment arrangement and cannot pay the first installment
in full, that's okay because they can pay it together with the second installment.
 If the customer gets suspended before setting up a payment arrangement, will the payment
arrangement restore service?
As you transition to the Slide 9, say this:
“Now that we have revisited top PA documents in C2, let’s understand the Collector’s Call Flow to determine
how this creates winning customer experiences.”
 IV. Collector’s Call Flow

In Slide 9, say the opening statement:

 “We will give importance to assume the payment, Overcome Objections and Negotiate as crucial
elements of this flow. By demonstrating this in our calls, we live by the collector’s mindset as TEX
Winning Principle.”
Ask the class:
 How does the Collector’s Mindset impact C.E.O?
 What challenges do you anticipate in having the Collector’s Mindset?
Follow these instructions in presenting Slide 10 and Slide11:
 Say: “Let us understand how the Collector’s Call Flow fit into the Payment Arrangement decision flow.”
 Slide 10 contains animation; don’t show all the steps at once. Reason for this is to drive critical thinking
to the class. The call flow steps start with “Account Verification”.
 Before showing the “Assume Payment” step, ask: “What do you think is the next step after account
verification?” At this point, you can hear a lot of answers. Give feedback if necessary. Then, show
“Assume Payment”. Ask: “How does this sound like?”
o IMPORTANT NOTE: Have 2 columns on the white board. First column, list down keywords for
responses relating to how they assume the payment now on their calls, and the other
summarizes take-aways.
o Feel free to inform the learners about the columns on the white board. You can say: “We will
refer to this list at a later time.” Since this will relate after playing the recorded calls in Slide 12.
 Explain the importance about assuming a payment, or you may also ask “Can someone share their
thoughts about why it’s important to assume a payment to a customer calling to setup a payment
arrangement?”
 “TEX Guiding Principle” shows next after “Assume Payment”. TEX Guiding Principle is the other term
for the four pillars. Ask: “Which pillar is represented by assuming a payment?” Answer should be
deepening the relationship. Explain: “Part of deepening the relationship is for us to let our customers
know that they need to settle their payment for them to avoid past due or avoid getting suspended
through assuming a payment. In that way, we are highlighting our product knowledge by explaining the
benefit of us collecting a payment.”
o If account is active/current, proceed to “Self-Help Demonstration” part, explain: “Instead of
processing the payment, practice walking a customer through by using the T-Mobile App. This is
to drive CUSTOMER STAYING LONGER with us so that they can choose to call us or make
changes on their own.”
o If account is suspended, transition by asking: “So if account is past due, what would be the
action that you need to do?”
 After realizing that the next step should be checking the number of days past due, transition to the
next slide (Slide 11) by saying: “It’s really imperative for us to check the number of days that customer
is past due. Now, what are two things that we put into consideration in checking that?”
o Answers may vary but should lead to answering less or more than 30 days. Show “Self-Help
Demonstration” afterwards.
o Ask: “Now if it’s more than 30 days, what do we do?”
o Follow-up question: “Why do you think we need to collect the past due at this point?” Answer
should lead back to Assuming Payment. Provide feedback to answer.
 Break down “Collect Past Due > 30 Days” into “Can Pay” and “Can’t Pay”.
o Can Pay, ask: “What should we do here?”
o Can’t Pay, ask: “If customer really cannot pay, what do you think we should do?” Answer should
include educating the customer about what will happen which will ultimately lead to offering
EPS if customer is eligible.
Transition to Slide 12 by saying: “When the account is eligible, setting up a PA is normally not a challenge. It is
when a payment amount needs to be collected that poses as a challenge for some of us. The next 3 slides will
illustrate how a payment is assumed when the account is not eligible.”
Play the following call snippets (these snippets can also be found in the notes of Slide 12. Prepare these
snippets prior to the discussion):
 https://sharecast.internal.t-mobile.com/audio/30650
 https://sharecast.internal.t-mobile.com/audio/30702
 https://sharecast.internal.t-mobile.com/audio/20533
Gather best practices from the class by asking them to share their thoughts from the snippets that were
listened and why they think these practices in assuming the payment are important or effective. Feel free ask
at least 2-3 experts. Provide feedback if necessary.
 After, say: “I find these snippets very helpful to our cause. Not just it displayed good behavior of
call handling but the statements in where those experts assume are very outstanding. Making it
sound like we are helping the customer by collecting a payment first instead of collecting a
payment but sounded like a requirement.”
 Say: “Help me recall what were some keywords or phrases perhaps that you heard from the
snippets.” By this time, you as the facilitator will now go back to the column written on the
board. You can add saying: “As promised, we will go back to the columns on the white board.”
Take note that this can also be considered as a take-away or might be their “Ahah!” moment.
 Then ask: “What stood out to you the most on what we have just gathered?” Allow learners to
share. Provide feedback if necessary.
o Don’t erase the columns in the board just yet. Columns should still be utilized up until
Slide 14.

Transition to Slide 13 by saying: “I’ll be sharing more tips in how assuming the payment sounds like on the
next slide.”
Follow these instructions:
 Slide 13 contains animation; Start with presenting “Account Details”.
 Ask the class after presenting “Account Details”: “How will you assume payment on this account
details?” Experts should be able to share how they will position assuming the payment based from the
account details they’re seeing on the slide before showing the sample scripts. Provide feedback.
 Show the sample scripts and ask the class or someone to read it.
 Ask the following questions in sequence after reading the scripts:
o “What do you think is the logic behind this approach?”
o “How does this help you?”
o “What stood out to you?”
 In the part of the first sample script where it said “With a minimum payment of $84.10, I can help you
get started”, explain that this is a technique of Collector’s Mindset in where you add another value
from the original past due amount which pertains to the aging period based from the number of days
the customer is past due which can be seen from Billing Dashboard tab in Quikview and Collections
tab in Samson. Add by saying: “In this way, we are lessening the customer’s burden in settling their
balance at a later time.”
 The second script may be used as a follow-up statement in case the customer resists from the first
script. In the part where it said: “Let me help you by reducing the payment amount from $84.10 to only
$47 to cover the past due amount”, explain that this is another technique of Collector’s Mindset in
where you lead the customer to pay the exact past due amount.
 Ask: “Aside from that, what have you noticed from the statements that you have just read?”
 o Answers should lead to “expert is going above and beyond the policy by choosing the words
carefully to make the customer think that reducing the amount is a favor”.
Do the same instructions as you present Slide 14. This time, refer again to the board and add keywords or
phrases to the second column. This gives a visual of what the experts know now versus how else they can
position statements of assuming a payment.

V. Own the Solution Options

Present Slide 15 and say: “In this slide, we will be talking about some sample scripts encountering the
following scenarios that you see in front of you.”
Encourage class participation by asking the following questions in sequence as you go from LADEX to EPS:
 “What do we know about LADEX Suspension?” Engage in doing a role play by asking: “How does
that sound?” Allow experts to share their own statements. Provide feedback. Then, share
sample script: “I understand no funds are available at the moment. How soon can you make the
payment? Let me take note of that. Though this does not secure the account, be assured you will
continue to receive calls and messages until the next collection step. While setting up the
payment arrangement is not an option today, please allow me to help you manage your
account by asking a few questions.”
 “When is Autopay a solution for a PA Reset scenario?” Engage in doing a role play by asking:
“How does that sound?” Allow experts to share their own statements. Provide feedback. Then,
share sample script: “I noticed that there were some late payments in the previous months. My
expert recommendation is to set up an Automatic payment for you not to miss the due date and
save you the $8 payment support fee too.” If the situation supports it: “As soon as you are
ready, you can consider setting up Autopay for your account for yourself in the future. I can send
you a reference you can read ahead in case it is a decision you want to make.”
 “When is COR a solution?” Engage in doing a role play by asking: “How does that sound?” Allow
experts to share their own statements. Provide feedback. Then, share sample script: “Would
you mind sharing how you manage your bill considering the multiple users on the account? Who
owns the other lines?” If the situation supports it: “As soon as you are ready, you can consider
setting up an account for yourself in the future. I can send you a reference you can read ahead
in case it is a decision you want to make.”
 “When is a Bill Cycle Change a solution?” Engage in doing a role play by asking: “How does that
sound?” Allow experts to share their own statements. Provide feedback. Then, share sample
script: “I see a few other extension requests in the previous months. Is there a date you find
convenient as your due date?” If the situation supports it: “As soon as you are ready, you can
consider adjusting your due date so it matches your need. I can send you a material you can
read ahead, okay?
 “When does Add/Remove Features become a solution?” Engage in doing a role play by asking:
“How will you present this to the customer?” Allow experts to share their own statements.
Provide feedback. Then, share sample script: “We’ve seen charges for international calling in
the previous months. My expert recommendation is for us to add Stateside International
Feature for even if you make International Calls, they’d be under a discounted rate.” If the
situation supports it: “Let’s go ahead and place that onto your account today.”
 “What do we know about EPS?” Engage in doing a role play by asking: “What qualifies the
customer for it?” Allow experts to share their own statements. Provide feedback. Then, share
sample script: “We acknowledge that the bill is something that we cannot manage as of the
moment and the timeframe options are not feasible too. However, the account is eligible to
 setup another payment extension but this is divided into monthly installments.” If the situation
supports it: “Let me help you process that to your account today.”

VI. ROLEPLAY

Set expectations when presenting Slide 16: “At this point, let’s have a mock call role play. Let’s combine
everything we have talked about by applying the Collector’s Call Flow. Positively position Own the Solutions
Options depending on the scenario that I’ll be showing you. And don’t forget to reference C2 for appropriate
resolution.”
Proceed with Slide 17 and Slide 18.

VII. DEBRIEF

Ask the following questions:

 What are your take away from this training?
 What stood out to you?
 Which tips do you see yourself using and how do you think that impacts the customer’s experience?