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 effort to help the
Slide 1: Welcome
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 we need to be
corrected
CSMs – provided us the list of incompliant behaviors
Training – created the course to help us resolve the
challenge
Time
Slide Topic Description, Actions – SAY, ASK, CLICK Allocation
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 through 2 Minutes
each one of them.

Slide 3: Objectives

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

3 Minutes
want to achieve. Help me read each one of our 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 is for
the sake of us understanding where the disconnect is and
10 Minutes
focus on that area to help drive performance.

Then ask,
Slide Goal: “How do we resolve it today?”
Share what are the struggles that “How much do you know about the difference of Ladex,

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

 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
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
policy for 10 minutes.
2. Distribute the pens and papers.
3. Instruct the audience to write 2 questions about the 30 Minutes
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.
*Please highlight key points that will be listed in the notes
section of this slide especially if these are not mentioned
on the activity.

Slide 6: Visual Audit
Slide Goal:
Identify the importance of doing
the visual audit.
Slide 7: QV Visual Audit
Slide 8: QV Visual Audit
Slide 9: QV Visual Audit
3 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao
*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?”
- Acknowledge all of their answers 5 Minutes
- 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.
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
 Slide Goal:
Show Customer Journey to be - Acknowledge all of their answers
able to identify effort of the - Provide feedback if necessary
customer
THINGS TO EXPECT: Memos, customer journey
Slide 10: SAMSON Visual Audit
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

Slide 11: SAMSON Visual Audit

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: billed charges, unnecessary charges

billed

Slide 12: SAMSON Visual Audit

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?”
3 Minutes
- Acknowledge all of their answers
- Provide feedback if necessary
Slide Goal:
Show Customer Journey to be THINGS TO EXPECT: Memos, customer journey
able to identify effort of the
customer
Slide 13: 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 3 Minute
- Provide feedback if necessary

THINGS TO EXPECT: Memos, customer journey

TRANSITION to Slide 14: Amazing! We have successfully

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

 achieved our second objective which is to be able to
identify key information on the customer’s account by
doing an effective visual audit. It’s time for us to proceed
to the most challenging part in handling suspended
accounts – positioning resolution.

Slide 14: How does it sound like?

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 good that
if we handle the situation correctly the first time that this
same customer won't be surprised if this happens again.
Slide 15: Positioning Restore Fee
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.
15 Minutes
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.

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


Slide 16: Sample Verbiages
Slide 17: Sample Verbiages
Slide 18: Negative Impact cont.
Slide 19: Scenario Next
..
6 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao
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 how
5 Minutes
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) -
https://web.microsoftstream.com/video/d3665650-6d61-
4a46-8891-c47b195f9c4d
Restore Fees Call (2:30) - https://sharecast.internal.t-
mobile.com/audio/61446/restore-fees-call.aspx 30 Minutes
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?
Say: Now, we already have ideas on how we can talk about
the restore fees and how it should sound like over the 2 Minutes
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:
What are the highlights?
Slide 20: Scenario 1
What could have been better?
What options could have been provided?

Things to look at:

15 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.
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?
Slide 21: Scenario 2 What could have been better?
What options could have been provided?

Things to look at:

15 Minutes
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.
7 Suspended Accounts FG 2019 | Magenta UniBREEsity | T-Mobile Davao
 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?

Things to look at:

Slide 22: Scenario 3
RECAP = recap capital, serves as the confirmation of the
things done during the conversation, check if the customer
also understand the things done 15 Minutes
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 almost real life
scenario.
Slide 23:

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

5 Minutes
questions you want to raise?

Slide 24: KEY TAKEAWAYS 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
5 Minutes
SAY: But before we go, let us revisit some of the important
key points that we need to take note of.

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

 Use Resources - ALWAYS review DOC-415795 when
handling a delinquent customer.

Account Audit - Full Visual Audit and overall Account

history should be reviewed when understanding the
circumstances of any customer.

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.

Slide 25: 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
Pre/Post Test (QUIZIZZ) 20 Minutes
tracker.

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