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PRODUCTSPOLICIES RETAIL MANUAL 2018

Retail Genius Manual

Procedures and Processes Mobily has strict guidelines and scripts for managing customers. The following slides take you through each scenario and the language that should be used.

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PRODUCTSPOLICIES MANUAL 2018

Welcoming Customer Following examples can be used when welcoming or responding to customers: Good morning/afternoon/evening Sir, have a sit please. How can I help you?

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Assalam Alaikum. Have a sit please. How can I help you?

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Alaikum Salam, have a sit please. How can I help you?

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PRODUCTSPOLICIES RETAIL MANUAL 2018

Complete Documentations Requirements Ask customer for his valid proof of identity. Following are acceptable proof of identities:l

Saudi National ID

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Iqama or Muqeem

l l l

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2

Border Control Number GCC ID Passport

Retail Genius Manual

Validate

Fingerprint Activation can only be processed if the result of online fingerprint validation is successful

If outcome is invalid, Sales Agent will apologize and advise Customer to resolve fingerprint problem from Passport Office

If applicable, as a mandatory requirement for other products, ask Customer and sign the commitment forms, for example Raqi and Device Subsidy commitment. Trigger the e-contract, scan Customer’s ID

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PRODUCTSPOLICIES MANUAL 2018

Maximum Number of Lines that can be activated per ID Below are the number of lines allowed to be activated against each proof of identities presented by the Customer SR. No.

ID Typ e

Po stp aid

Prep aid

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Saudi National ID

10 Combined for Standard Postpaid & Hybrid/Control Packages

10

2

6 Standard Postpaid Professional Expatriate Muqueem Worker

10 Hybrid/Control Packages

2

1 Standard Postpaid

2

10 Hybrid/Control Packages

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Border Control No.

1

1

4

GCC ID

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1 Note: Any violation for activations in excess of the above limits will be investigated (and could constitute to fraudulent actions, refer following section) whereby appropriate disciplinary actions will be taken, such as:Verbal Warning from Line Mangers Warning letter User Access Suspension pending investigation HR Investigation and applicable disciplinary actions which may include warning letter from HR or depending on the extent of violation could lead to employment termination

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PRODUCTSPOLICIES RETAIL MANUAL 2018

Retail Genius Manual

Reported commercial violations will be submitted to Sales Department Head’s approval to the conduct of thorough investigation from relevant backend operation teams. All disciplinary actions by HR against involved staff will be depend on the supporting documents and evidences & HR will facilitate recommended/disciplinary actions against involved staff as per HR & legal policy Finance fraud management team will perform or recommend actions to minimize the financial impact in coordination/support of relevant teams. Depending on the nature of the violation, any relevant team within Mobily will be required to support Finance Fraud team

How will Commercial Violations be dealt? It is important for the Sales Agent to collect the payment before submitting the sales order for activation.

Staff will be temporarily suspended from his duty, pending outcome of the investigation.

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PRODUCTSPOLICIES RETAIL MANUAL 2018

Retail Genius Manual

Clarify Specific Requirements and Setting of Realistic Timeframe for follow-ups Once you have your customer’s trust, it is important that he understands the specific requirements for resolving his problem. It is also important that your customer will understand reasonable timeframes. In case of angry customer, it is ideal that you take personal involvement in notifying your customer on the status of his complaint.

Assure Customer that you will bhelp him resolve his problem Let the customer see your personal involvement to resolve his problem. Gain your Customer’s TRUST. Simple ways to do this is to add your Customer’s number to your mobile or give your contact to him, adding a memo about your customer’s problem in your note pad or diary or assuring him that you will be personally involve to resolve his problem.

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PRODUCTSPOLICIES MANUAL 2018

Avoid/Never do the following No matter what the situation is, never be rude to the customer. Remember that though the customer angry, he is not angry at you but with certain situations or because of his unpleasant experience. Always keep in mind that he needs your help. Do not call the guard. Such action could always be misunderstood as if you are throwing away a criminal or a cheater or fraudulent customer.

While leaving the workstation with angry customer, excuse yourself by telling the him that you will do something to resolve his problem. Also, never leave the angry customer in your workstation for a long period of time. Please refer to the Work Related Violence Policy

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PRODUCTSPOLICIES RETAIL MANUAL 2018

Retail Genius Manual

How Refunds are Paid? Wrong Payments / Over Payment Bank Transfer: o Sales Agent will ask Customer

to submit the following:-

Official Bank Statement showing the wrong payment or overpayment transaction. l

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IBAN Number with Name of Bank

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Clear copy of Customer’s ID

Sales Agent will submit the request via e-mail: rcs@mobily.com.sa Minimum Refund Processing time is 15 Days

Customer Refund Requests Types of Customer Payment Refunds Wrong Payments: These are payments made by Customers (via on-line or Sadad services) that are credited either to a wrong MSISDN or subscription.

Over Payments: Customer on-line/Sadad payment transaction where higher amounts have been submitted than the bill or desired recharge by accidentally adding additional digit.

Roaming / Security Deposits Roaming Deposit: These are deposit payments in order for new customers (less than 6 months) to activate the roaming service Security Deposit: This deposits are made in order to increase the credit limit.

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PRODUCTSPOLICIES RETAIL MANUAL 2018

Retail Genius Manual

If reversed without attachments and Customer insists that he did not claim the refund, Sales Agent requests for reconfirmation of payment via rcs@mobily.com.sa. l

lIn this case, customer will be advised that he will be called to revisit the outlet maximum within 2 working days after the verification. Before calling the Customer, Sales Agent has to ensure availability of Branch Manager and funds in order to fill and approve the Adjustment Form

Roaming / Security Deposits Credit to Account (can be submitted from Franchise and Retail Outlets): Sales Agent will convince Customer to credit the Security Deposit amount as payment under his MSISDN. If Customer Agrees, he creates an SR as per below details Minimum Refund Processing time is 48 Hours

Cash (can be requested from Retail Outlets only): From Siebel, Sales Agent verify if the deposit payment is successful. Sales agent will check of deposit payment status in BMS. If reversed, click on payment tab in Siebel and check attachments to reconfirm if refund have been claimed

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PRODUCTSPOLICIES MANUAL 2018

If payment is Not Reversed, Sales Agent will perform the following: Fills the Cash Refund Acknowledgement Form and takes a copy of Customer’s ID on the allotted space in the middle of the Form Fills the Adjustment Form found in RCS Portal Take the form to Branch Manager Once Branch manager completes the reversal and signatures in the form, Sales Agent takes Customer’s signature in the acknowledgement form and releases the cash refund form his collection Sales Agent then scans the forms and uploads it as “Attachments” under the payment tab. Bars the Roaming Service SLA for Cash Roaming/Security Deposit Refund is On-Spot

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PRODUCTSPOLICIES RETAIL MANUAL 2018

Retail Genius Manual

IBAN Number with Name of Bank Clear copy of Customer’s ID MSISDN Sales Agent will submit the request via e-mail:

Bank Transfer

Sales Agent will ask Customer to submit the following:

rcs@mobily.com.sa. The subject of e-mal will state the “Roaming/Security Deposit Refund / MSISDN No.” Minimum Refund Processing time is 15 Days

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PRODUCTSPOLICIES RETAIL MANUAL 2018

Retail Genius Manual

Complete Documentations Requirements What are the steps that Sales Agents have to do whenever they receive termination requests?

Following guidelines are required to avoid disciplinary actions as a result of staff shortages: l

If due to final exit,

Ask Customer to fill the line disconnection form, l

verify any outstanding dues and ask for payment, if any.

Customer Retention Postpaid Frontline Sales Agents have a very important role when it comes to prevent line terminations. In most cases, termination requests are triggered by Customer’s dissatisfaction or frustration to resolve his problem or concern. If these concerns are clarified and immediate/on-spot solution is provided, termination will be prevented.

l

l

Full Bars the line

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PRODUCTSPOLICIES RETAIL MANUAL 2018

Retail Genius Manual

If Customer insist to disconnect his line Sales Agent asks Customer to fill the line disconnection form, Verify any outstanding dues and ask for payment, if any. Once all outstanding dues are settled, Full Bars the line

If reason for disconnection is Customer’s death If family member / heirs have decided to transfer the ownership of the line, then Customers are first required to settle any outstanding bills. If heirs requested to terminate the line and do not want to pay the outstanding dues, Sales Agent submits an SR with a note, disconnection due to Customer’s death Sales Agent then Full Bars the line

Settlement of Shortage at Retail Flagships If reason is due to Customer dissatisfaction Ask offer Customer help to resolve his problem Refer Customer to Floor or Branch Manager to resolve his problem and for On-Spot Retention offers Branch/Floor Managers will investigate further and ask Customer to help him resolve his problem, explain and offer terms and conditions of the On-Spot retention If customer agrees, activate the on-spot retention offer and apologize to Customer for any inconveniences of previous bad experience.

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PRODUCTSPOLICIES RETAIL MANUAL 2018

Retail Genius Manual

Device Type Package Type Customer’s Location, District / City GPS Coordinates Customer’s Contact Number

Dealing with connectivity related complaints needs to be addressed properly whereby Sales Agents are required to capture the following information in order for the relevant technical teams to identify and resolve the problem:-

Sales Agent is then required to submit a Service Request to Customer Care Back Office Complaints Team which will manage the resolution follow-ups to the appropriate Network technical teams.

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PRODUCTSPOLICIES RETAIL MANUAL 2018

Retail Genius Manual

Security Department Hotlines Security Operations – Central: EXT.3911 Security Operations – Western: EXT.2860 Security Operations – Eastern: EXT.4262

Security Department Hotlines Ambulance: 997 Fire & Rescue: 998 Police (Crime / Theft): 999

Security & Safety It is important to note that a security and safety warden is assigned during each shift. As a standard guideline, the most senior staff in the floor will act as Security & Safety Warden. He will be responsible for dialing the emergency hotlines and to report details of the situation / incident.

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