CUSTOMER SERVICE ORIENTED ROLE PLAY

Ge4ng ready for the Role Play.

Read carefully the following instruc4ons, take notes if needed, you will have 10 minutes to check out the informa4on and get ready.
You will have access to the instruc4on sheet and notes during the Role Play.

Background.

You work as a Customer Service Agent for Metro by T-Mobile, a mobile communica4on company with more than 10 years on the
market, dedicated to offer mobile and internet services.

* Metro by T-Mobile expects that the agents use The Voice as a way to get a connec4on with the customers in every call.

Your main responsibility is to provide solu4ons within the products and services provided by the Company, which are the following:

Plan Cellphone Services included Monthly fee

LG, Samsung & Nokia
Basic Unlimited text messages & na4onal calls. $40 USD
(non smartphone)
LG, Samsung, Nokia &
Motorola, or any other Unlimited text messages & na4onal calls, and
SMARTPHONE (except unlimited internet service. And plus $5 usd you can
Standard $50 USD
the iPhones) with an add unlimited calls to local home phones in Mexico.
addi4onal cost of $200 WIFI
usd
Unlimited text messages, na4onal and interna4onal
Any SMARTPHONE,
calls to local home phones in Mexico and Canada,
including the latest
Premium and also unlimited internet service. And plus $5 usd $60USD
iPhone, with addi4onal
you can add 120 minutes of interna4onal calls (non
cost of $200 usd
just local home phones, also mobile phones). WIFI

AddiFonal features.

• We offer to our customers the MetroGuard service for extra $5 usd, which is a handset insurance protec4on. If a customer
elects to sign up, their handset is protected from lost, stolen, damaged (including water damage), and mechanical or
electrical breakdown aPer manufacturer’s warranty has expired.

• Standard & Premium plan includes an email account and 24/7 technical support through phone assistance.

Loyalty program.

• We appreciate our customers preference and loyalty, therefore we offer them:

• A 50% off on the cost of any SMARTPHONE for Standard & Premium Plans, except for iPhones, if they have been with our
company for at least 2 years.