Welcome our family member/ kapamilya in a way that puts a smile on their face and yours.

1. Thank your family member for choosing AT&T and let them know we value their business - but in your own words! Always talk to your family member about TACR!FT and plant the “very satisfied” seed. Even members happy with their experience may not select “very satisfied” versus “satisfied” unless you plant that seed. Always fill potential dead air with purposeful actions (update the member’s preferred email address, ask if they have problems or questions about their other products and services, etc). Do not mute or put member’s on hold it’s better to explain what you are doing even if it’s getting direction from a floor supervisor. If their issue requires an escalation or transfer to resolve 1) ALWAYS warm transfer our family members 2) ALWAYS get the partner organization agent id prior to handing over the customer (never transfer or escalate to an agent who won’t provide a user id) 3) ALWAYS give a complete summary of the member’s issue so they will not have to repeat themselves after the transfer 4) ALWAYS check back with the member frequently if you are in queue waiting for the partner organization to pick up the transfer. If their issue requires a dispatch to resolve 1) make sure you are getting the dispatch day, date and window the customer wants even if this requires an escalation 2) Make sure you select the right level 4 CTV code (is it impacting service = IS or out of service = OOS) 3) have you noted if it is a Frequent Dispatch (FRQDPO) and 4) have you called over a floor walker to witness you provide the correct dispatch day, date and time window to the customer? What is their issue? Is it one of the “Six to Fix” (No Service, Intermittent Service/Picture Quality, Email, Wireless Connectivity, Remote Control, Requested Info)? If yes go to AFSS article XXXXXXX. If no troubleshoot using your resources (training, M&Ps, tools, floor walkers and managers). What member of our family is this? Our Grandmother who is not highly technical so you need to speak slowly and use remote control tool when possible? Is the family member an upset uncle who has been inconvenienced and therefore requires an apology on behalf of AT&T and a strongly stated commitment that we will make it right? Is this a family member that needs special handling immediately? Is there a flash on the account that indicates they are a Frequent Caller that needs to be routed to T2 immediately? Are they a Frequent Dispatch Customer that is still OOS and needs to be escalated for a same day dispatch to the UVDC? Welcome our family member/kapamilya in a way that puts a smile on their face and yours. No more scripting and no more BANs. Our family members don’t know what a BAN is let alone what theirs is. No more awkward interactions and stilted scripting.