Promoting customer self service example

Promoting Customer Self-Service Self-service options are quick and easy for customers

In today’s age of mobile devices and instant access, many customers seek self-service options before picking up the phone and calling Care.

But, what about the rest of our customers who may be hesitant to embrace self-service options over the way they are used to doing things?

How can we encourage your customers to embrace self-service?

Never fear! We’re here to help you with that.

Today, you’ll learn how to: » Discuss the value of customer self-service. » Promote the benefits of selfservice customers. » Encourage customers to take advantage of self-service options on Sprint.com. » Share the self-service abilities of Sprint Zone with customers.

Let’s get started!

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Benefts of Customer Self-Service Self-Service Options Self-service features are part of our service strategy rebalance so that customers have the easiest and safest resolution to their requests. The self-service features we offer customers include: sprint.com, m.sprint. com, Sprint Zone, the automated phone system (IVR) and retail.

Customers can do LOTS of things using Sprint’s extensive self-service options.

Self-service provides customers instant gratification. It give them 24-7 support so they get what they want, when they want it.

And, there are no fees to use self-service!

»» Rebate status

Self-service reduces calls with an agent and allows customers with repetitive requests to handle it themselves. It frees agents to help customers that are unable to complete their transations using self-service.

AND, it impacts NCP30 – Next Call Prevention – 30 days. Our goal is to completely service a customer so they do not need to call Sprint back over the next 30 days. This includes setting the correct expectations with the customer, setting payment arrangement dates appropriately, educating the customer how to use selfservice if they need to modify their PA or if they have other items that need to be addressed.

Customers using self-service creates a winwin scenario! The customer wins and Sprint wins!

Here are just a few of the many things customers can do from sprint.com: »» Changing the customer’s phone number »» Make a payment »» Referral reward »» Buyback status »» Changing the customer’s caller ID »» Changing the customer’s voicemail password »» Blocking/allowing voice/data/text »» Upgrade eigibility »» Sprint Discount Program (SDP) »» Bill reprint »» ESN Swaps »» Market Transfers Customers using Sprint Zone on their Android or iPhone device can: »» View and pay their bill »» Perform a Voice Service Quality »» Perform device diagnostics »» Report a network issue »» See Voice and Data service alerts And, so much more! >> Go to the next page

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Scenario 1 - Customer wants to make a payment While lots of customers will embrace self-service, there are customers who prefer calling in to Care. To them, self-service is a hassle, inconvienent or they simply don’t understand why you can’t help them now. When those incidents come up, it’s a perfect time to share the advantages of self-service with them.

Let’s take a common scenario... a customer calls in wanting to make a payment. While taking the payment, you can take a few moments to share the benefits of self-service with the customer.

Hello! I’d like to make a payment.

This transaction is now available using one or more of our self-service options. sprint.com and our automated voice system are convenient with availability 24 hours a day.

Stress that customers can make their payments via selfservice; they do not need to call us back to make a payment.

Oh. Wow! I didn’t know that. Can you tell me how to do it?

I’ll be more than happy to email you the instructions to complete the request on My Sprint. Let me verify your email on file is correct.

Update as needed. Fill out and send the appropriate Consumer Email Solution.

What if I need to create a new account, modify an existing one or cancel payment?

You can perform all of that through self-service features. You can also change the payment method and date. AND, you can do it at your convenience.

If the customer voices concerns about self-service, use the FAQs in CST to help them transition to using self-service.

»» CST > Search tab > Title search >: yy Encourage Customers to Use Self Service Options | Customer Financial Solutions (CFS) yy Self Service | FAQ

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Scenario 2 - Customer wants to make a payment arrangement It’s important to use self-service educational statements. Don’t assume your customer is aware of the self-service options.

Let’s look at another familiar scenario... a customer wants to arrange a payment.

Hello! I’d like to arrange a payment.

Look at the Eligibility code: Doesn’t allow self-service: Remember, the customer can still cancel a payment arrangement on sprint.com but they cannot add or modiify a payment arrangement.

Allows self-service: Did you know you can set a payment arrangement on sprint.com?

I didn’t know that! I need to learn how to do that. Can you tell me?

Ms. Customer, we offer several options to make a payment on sprint.com or using Sprint Zone on your device. I’ll be more than happy to email you the instructions to complete the request. Let me verify your email on file is correct.

Update as needed. Fill out and send the appropriate Consumer Email Solution.

I can pay the past due amount but need to wait until my next paycheck to pay the balance due.

Ms. Customer, the remaining balance on your account can be paid on sprint.com at any time or by using our automated system .

If the customer voices concerns about self-service, use the FAQs in CST to help them transition to using self-service.

»» CST > Search tab > Title search >: yy Encourage Customers to Use Self Service Options | Customer Financial Solutions (CFS) yy Self Service | FAQ

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More than sprint.com Besides sprint.com, customers can access self-service features through the FREE Sprint Zone app. Sprint Zone comes on Android devices and is available through iPhone devices from the App Store.

From: it, customers can: »» Pay Your Bill: Customers can pay their bill very easily with just a few quick clicks. »» Bill Due Date and Amount: Customers are able to immediately see when their bill is due and how much they owe. »» Device Lease Information: Sprint Zone has up-to-date information about the lease, when it expires, and early upgrade opportunities, right on the device. »» Device Usage: Customers can check their usage, and if they have a shared plan they can check usage for all of the phones on their plan, so they can better manage their account. »» Support and Troubleshooting: Customers can earn more about the features of the phone or to troubleshoot an issue they are having. yy There are a lot of support articles they can use to find help. »» Report A Network Issue: When a customer is having network issues, they can check out Sprint Zone’s Network section. yy Customers can report an issue to Sprint without having to call Care or drive to a store. yy They can also find out if there are any network issues that exist in their area. »» Make An Appointment: Any time a customer needs to come to the store, they can make an appointment in advance in Sprint Zone or they can check-in on their way to the store to save some time.

»» CST > Search tab > Title search > yy Sprint Zone App | FAQ yy Sprint Zone App | Update yy Sprint Zone App | Matrix >> Go to the next page

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Promoting Customer Self-Service, continued...

In today’s age of mobile devices and instant access, many customers seek self-service options before picking up the phone and calling Care.

Customers who were hesitant to embrace self-service options are now seeing the value and encouraged by the options available to them.

Today, you learned how to: »» Discuss the value of customer self-service. »» Promote the benefits of self-service customers. »» Encourage customers to take advantage of self-service options on Sprint.com. »» Share the self-service abilities of Sprint Zone with customers.

»» CST > Search tab > Title search > yy Encourage Customers to Use Self Service Options | Customer Financial Solutions (CFS) yy Self Service | FAQ yy Self-Service | My Sprint on Sprint.com yy Sprint Zone App | FAQ yy Sprint Zone App | Update yy Sprint Zone App | Matrix

yy Sprint Zone App | Troubleshoot yy Sprint Zone App | (iPhone) yy Sprint Zone App | v4.7 (Android) yy Sprint Zone App | v5.1 (iPhone) yy Sprint Zone App | v4.6 (iPhone) yy Sprint Zone App | v4.6 (Android) yy Sprint Zone App | v4.5 (Android)

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