Billing Training for RSCs By David Pollitt

1. Billing Training for RSCsBy David Pollitt ByStoryboards

2. Slide # 1 Introduction Onscreen Content Design Objective: To prepare customers for clear expectations in resolving customer billing issues. By this, there can be improvement in the WTR scores Time: 45 minutes for first portion before going to learning teams Embed screen shot of the face page of a wireless bill that is using a mobile share program. Insert an actual picture of the West End store when all RSCs are busy talking with customers and the customer presentation tables are full and active. Detailed Script Welcome to the new billing training for RSCs. The purpose of this training is to increase the Willing to Recommend (WTR) scores. We will discuss how to explain the billing for the new mobile share program as well as understanding how to explain the Uverse billing. We will pay special attention to preparing the customer with clear expectations for their next or their first bill in both those categories. It is the hope that by better preparing customers for their future bills that we can reduce the number of angry and confused customers who feel they must come back to the store in order to resolve their billing issues. In addition, we will also use these very same concepts to better help our customers understand their billing when they do return with questions. I’d like to point out that a hard copy of all the slides as well as a copy of all of the billing samples are in your training kit in front of you. Feel free to contribute and interaction with questions and feedback, with good and even bad idea. This form is open. If it is successful, then we will roll it out to others in our market. You help is important! Interactivity / Navigation Move to a complete screen shot of a mobile share billing face page.

3. Slide #2 Mobile Share Data Pricing Onscreen Content Design Objective: to demonstrate the differences in pricing between a 6 gig mobile share plan and a 10 gig plan. This enables RSCs the best possibility of great customer experience. Embedded screen shot of a mobile share bill without a contract for a 6 gig plan and a mobile share plan for without a contract for a 10 gig plan right beside it. Show the line it applies to on both Insert a picture of a RSC pointing out a bill. Detailed Script I want you to look at the bill and see that at the very top there is a list of the telephone numbers on the plan. I want you to be able to point out the individual numbers and how that the mobile share lists the data charge on each line item. I want you to see how that on only on one line item (phone number) that there is the base rate charge of what on a 10 gig plan is 100 and 70 for the 6 gig. I also want you to see that after the full charge is listed, then the mobile share discounts are shown. Do not let your customer become confused when they do not see there FAN discount included. There is a note at the top that it will be when the bill comes but not on this particular example. Now, let’s go over that discount for a second. If a plan is under 10 gig, then the discount of no contract or a next contract is $15 from the $40. You need to make sure that your customer knows that there is a only a $15 discount for under 10 gig. You must tell them that a 6 gig plan is more expensive than a 10 gig. Let’s ask why? Well, look at your copy of the screen shot in your kit. Think about that and what I am showing you on the PowerPoint screen. Please stress that a customer can get 10 gig cheaper than them 6 gig. Why? Because, as you see, the 10 gig plan gives the customer $25 off the data rather than only $15. It doesn’t take a rocket scientist or a great mathematician to see this. Stress this with the customer. Have them agree with the detials of this. Move to a complete screen shot of a mobile share billing face page for each example and move back and forth between them using a pointer to emphasize the differences. Look at the RSCs and see if you notice someone who looks confused or has questions. Let’s discuss some issues, situations, and difficulties that you have had concerning this section. Including good and bad experiences. If you are confident there are no questions move to the next slide that summarizes a current bill. Interactivity / Navigation

4. Slide #3 Current Billing Page Onscreen Content Design Objective: To make sure that customer understands a what normal current bill looks like, including the appropriate taxes. Embedded is a picture of a current mobile share bill that does not have any reference to prorated charges or future billing amounts, just the current billing features Insert another picture of RSCs helping some older customers who are normally more confused with billing than others Detailed Script Now, I want to point out on my slide as well as your hard copy the mobile share current billing. We want to make sure that a customer does not become confused with what the normal current billing will be. Do this first. Help them feel relaxed and assured that their billing expectations are correct. If you need to, then do a manual check for them by looking at there plan, then taking a pen and writing on the CSS sheet your own billing summary that has the base rates multiplied by 1.15, which includes the .0925 Tennessee sales tax and the other as an estimate for FCC charges. Always emphasize that your billing CSS is really a very close approximation of the costs. Gain agreement from your customer that they understand what that their current bill is to look like. Remember, their eyes are going to be looking at everything else on the summary. Don’t let them get side tracked to those right now. Just get them understand the current bill amount. If you handle this first, then when their bill is different, they will hopefully remember how you explained it and won’t panic or become angry when they get their next bill. Interactivity / Navigation Let’s discuss some issues, situations, and difficulties including good and bad experiences. Move to a complete screen shot of pricing for upgrade for the two-year upgrade.

5. Slide #4 Two-Year Upgrades Onscreen Content Design Objective: To make sure customers are familiar with activation fees on two-year upgrades. Also, to make sure that customers understand the benefits of the Next installment plan. Embedded is a picture of a current mobile share bill that shows the additional activation fee for the two-year upgrade Insert another picture of RSCs helping a large family with multiple phones on the table and a large assortment of accessories to chose from Detailed Script Now, no matter whether you want to or not, you must explain to a customer that there is a activation fee of $40 for any two-year upgrade. The point here is that you have done everything you can to encourage them not to do the two-year, but rather the Next installment plan that waives the activation fee. They need to know that on their next bill they will have the additional $40 plus tax and fees. There is no exception to this, and it cannot be waived under any circumstances, but it is waived if the account is a NBI business account. If you are forced to do the two-year, then your emphasis on the Next installment activation fee being waived may encourage them not to do a two-year upgrade next time. Remember, there are taxes and FCC fees on all items and features. Do not refer them to customer care to have this activation fee waived. It will not be, and they will be even more frustrated that they tried and failed. Continue to tell the customer that you understand that those fees were possibly waived in the past and that you understand how they feel. Emphasize with them, but use this time to explain that the way to avoid those fees will always be through the Next installment plan. This always gives them a positive alternative. now or in the future. Interactivity / Navigation Let’s discuss some issues, situations, and difficulties , including good and bad experiences. Move to a complete screen shot of Next installment upgrade

6. Slide #5 Next Installment Onscreen Content Design Objective: To help customers to understand how they can use the Next installment and how to expect the device fee on the following bill Embedded screen shot of pricing for a Next installment upgrade Insert another picture of RSC pointing to a large hanging advertisement on the Next installment plan Detailed Script Here we come to removing confusion about the Next installment plan. The customer has already paid us the taxes on the device, but you must make sure they know that there will be a monthly device fee. But, it is also important that when you point out that device charge on the future billing that you point out there is no taxes or FCC charges since they have already paid those fees upfront. I wouldn’t go so far to say, “I want to make sure you understand we are going to charge you a new monthly fee. Do you understand?” No, don’t do that. Just make sure they know what it will look like on their bill and that they are clear on the amount. I know we state that there is not a contract on Next installment, but really there is a commitment. However you say it, don’t hide the fact that a 12 month Next has a 20-month commitment, then the 18 month Next has a 24-month commitment. Of course, they can pay it off whenever they want with no penalty, interest, or finance charges, and there is no down payment, but there is a commitment. What you don’t want is for the customer to come back after seeing the 1 or 20 payment listed or the 1 or 24 payment listed and become frustrated that they were told there wasn’t a contract. Interactivity / Navigation Let’s discuss some issues, situations, and difficulties, including good and bad experiences. Move to a complete screen shot of bill showing a change to mobile share from traditional plan

7. Slide #6 Prorated Fees Onscreen Content Design Objective: To have customer s understand billing proration. Embedded is a screen shot of change from traditional to mobile share Insert another picture of a RSC helping a customer with their head in their hands as if they are confused and frustrated Detailed Script Now, that we have some of those little items cleared up, we come to the big one. Proration. I want you to understand that proration is not that confusing to us many times and we throw out that word so easily, don’t we? Can you believe that many people, especially older customers and international customers do not know what that word means. You have to make sure you use other more understandable words to describe proration. How about “part” of a month. When the mobile share change takes place, we charge them for the days under the old and a full month in advance. On the screen shot that you are looking at is what is called prorated-days number. If it says seven, then that means they will get 37-day bill next time. Please explain that to them. If it says 20 days, then that means the next bill will be 50-day bill. You can easily future date the change so the bill complete in the billing cycle under the traditional and starts on the next billing date if those days are too many. You must prepare them for this next bill. Do not assume that they understand what that means. They will be back, and they will be angry. You have a chance to save yourself a lot of time and trouble by doing this upfront. Interactivity / Navigation Let’s discuss some issues, situations, and difficulties , including good and bad experiences. Expect an especially lengthy discussion on this section. Move to a complete screen shot of pricing for Uverse or Landline DSL bill

8. Slide #7 Uverse and Wired Billing Onscreen Content Design Objective: To prepare customers for the possibilities of credits and the impact of taxes with Internet wireline bills Embedded picture of a Uverse bill that includes Internet Services Insert another picture of an RSC standing in front of our Uverse TV display pointing to the TV guide Detailed Script Now, we come to Uverse billing. Many of the same principles that we have discussed about the wireless billing are exactly the same: items like proration, taxes, and FCC charges. There is something a little different with the Uverse bill. The Internet portion cannot be charged any taxes. So, if you were to discuss an anticipated bill with a customer, don’t include the taxes on the Internet portion. You may still use the 1.15 factor for estimation on the rest. It is also important to make sure that the customer understands that their bill will not reflect any credits and reward cards until they have completed 30 days of service after install. So, that means the first billing cycle after the completion of 30 days of service either a reward card or a credit. Next, if a customer changes their mind on features and makes a change that requires some kind of manual credit from you at the store, then they must show it on the bill first before we give them a credit. We cannot credit something that does not exist. Don’t let them think that it will happen automatically. Ask them to come back in to give you the hard copy in order to complete that transaction. Make sure they know that is their responsibility. Interactivity / Navigation Let’s discuss some issues, situations, and difficulties , including good and bad experiences. Go to the next slide shows an early termination fee

9. Slide #9 Early Termination Fees Onscreen Content Design Objective: To assist customers in understanding early termination fees and to review the most current real-time bills. Embedded is a picture of a wirless bill and a Uverse bill side by side with the early termination fee listed in the summary Insert another picture of a cartoon with a character with a red face who is obviously angry Detailed Script I realize that sometimes you will look at a bill, and it seems very high for some reason. Do not comment on the reason until you have a chance to look at the bill. Emphasize with the customer and assure them that you will do everything possible to help them resolve and to give you a chance to look at their bill. You might have to have them bring in a hard copy of the bill if it is very recent since our system is not real-time but previous-month driven. On occasion there will be an early termination fee listed. When they come into the store to cancel services, the store advises them of the fee, but if they call in to customer care or do something on line, they may not be. It is important for both the wireless and the Uverse to look for those kind of charges. Yes, there are taxes and FCC charges even on that fee. Review what that fee looks like on your hard copies so you are familiar with them. Remember, these fees cannot be waived. Interactivity / Navigation Let’s discuss some issues, situations, and difficulties, including good and bad experiences. Move to a complete screen shot of back or receipt and a picture of a phone box with the return fee listed on it.

10. Slide #10 Restocking Fees and Returns Onscreen Content Design Objective: To make sure that customers understand the restocking fees and are able to understand why and how restocking fees exist Embedded is a picture of the back or receipt and a picture of a phone box with the return fee listed on it. Insert another picture of RSC holding up a phone box that clearly show the return fee label on it in front of a customer Detailed Script There needs to be some upfront clarification with customers about return fees that will show up on their bill from a return directly to direct fulfillment group or through the store. Our receipts show that there will always be a $35 restocking fee for any returned devices, and this only takes place within the first 14 days. It does not matter if the phone only cost $15, we still charge $35. You may point this out on the back of the receipt, but it is also a sticker on the box. Accessories can be exchanged without restocking fee in the first 14 days as long as they have the box, and there is a valid receipt listed in a corp store. No exceptions. If this is pointed out, especially when the item is a low-cost item, then there won’t be obvious escalations on the back end. You do not need to make excuses for how and why we do this except to mention that devices cannot be put back on the shelf once they have been sold out and have to be returned to the manufacturer. If they made purchases other than through the store, then those fees also apply, and they have a choice to return to the direct fulfillment group or pay the additional $35 at the store. Remember, these fees cannot be waived. You may state that you will check to see if the rule changed while knowing it didn’t as a formality, then explain that they cannot be waived. Interactivity / Navigation Let’s discuss some issues, situations, and difficulties , including good and bad experiences. Move to a complete screen shot of a list of telephone numbers by department

11. Slide # 11 Getting Departmental Help Onscreen Content Design Objective: To assist RSCs by being able to contact the best support to assist in solving billing problems. Embedded is a screen shot of a list of telephone numbers by department, then right beside it a screen shot of the smart chat login page Insert another picture of a RSC on the phone with the customer in front of them at the working table Detailed Script Don’t forget, even though you think you are in sales, you are really also in customer service on the front end. The sooner you realize this, the better our customers will be taken care of. I have provided you the most up-to-date phone list. You have smart chat to the wireless side for almost everything you need except port and business. You also have a great number to RST on all the Uverse and the wired side. There is hardly anything that cannot be handled through those two contacts. I want you to put these contact numbers in your phone and realize that the sooner you get used to making those calls and contacts for you customers, then the more you will sell. Service goes hand in hand with selling. One obvious help is making sure when you have to call RST to get a Uverse BAN number for a customer that you take the time to put that number in the customer’s phone under the notes section before they leave and as always encouraging all customers to download MyATT app for better access to our systems. Interactivity / Navigation Let’s discuss some issues, situations, and difficulties , including good and bad experiences. Dividing the RSCs into learning teams for jigsaw presentations

12. Slide #12 Creating Learning Groups Onscreen Content Design Objective: To create workgroups to discover a greater variety of discussions to make billing issues even more clear Time for Learning Groups: 45 minutes Put a list of the learning team jigsaw subjects Insert another picture of RSCs working in groups beside another one showing them making presentations back to the others Detailed Script Now, we will break into work groups. I have some action cases for each group with three to four in each. Those groups will be as follows: Wireless Mobile Share Change Group; Future Billing Summaries; Traditional Upgrade Summaries; Uverse & Wired Summaries. You will break into groups and discuss the scenario I have outlined, then make a presentation back to the other teams of the billing situation and how your resolved it. You will ask the questions: What is the best avenue to resolve? What could have prevented the problem? How would you discuss this on the backend when the customer returned. We have provided for you marking pens and writing boards to help in your presentations. Interactivity / Navigation Dividing the RSC into POD groups

13. Slide #13 Creating Interactive PODs Onscreen Content Design Objectives: To enable RSCs to make personal examples of billing issues both the wrong way and the right way in order to share them with other RSC learners. Time: For POD creation 60 minutes to 1.5 hours depending on progress. This is probably one of the most important parts of the training. Give them the time that they need. List of Learning Teams for the POD Project Insert another picture of RSCs working in groups beside another one showing them making presentations back to the others that have been video tapes Detailed Script Now, we will take the same groups as the presentations, and we will come up with our own possible scenarios based on our own experience and role play on what to do and what not to do in those circumstances. Use your video recorder on a phone to record you pieces, then we are going to send over to one of our technicians to put together a complete POD that can be seen by other RSCs in other stores. Become innovative and have fun. After we complete, this portion, I have a survey to provide to you that is exactly like the one your took prior to the training. We just want to see if you feel differently about billing and whether you believe your WTR will get better from this. No, no test, just how you “feel.” Interactivity / Navigation Show an example of the The Most Interesting Man POD created by the West End store that won the awards earlier this year. Point out that this is format for these PODS