Hate speech, harassment, and excessive calls

This section covers customer comments unrelated to personal attacks on the Expert/CSR. At any point in the conversation, you may engage your Associate Manager or Supervisor (Global Care) for assistance.

1. Give a warning.
2. If the abuse continues, give a second warning and redirect customer to their reason for calling.
3. If the abuse or language continues, politely give the third warning and redirect customer to their reason for calling.
4. If the abuse or language continues after the third warning, end the call.
   Example script: "Please accept my apologies Mr./Ms Customer, but because the [behavior / language] has not stopped, I am unable to assist you and am now ending this call."
5. Disconnect the call and memo customer's behavior and your actions. Be specific when documenting the customer's behavior.
6. Inform your Associate Manager/Supervisor and include info listed below. Messaging teams follow NRR process. 
7. Memo account with the customer behavior and your actions. Do not create special instructions. 
   • Subscriber's name
   • Caller name, if different from subscriber
   • Caller's relationship to subscriber
   • Account number
   • Date of last incident

• T-Mobile believes that racism, hatred, and inequality must have no place in our world. Every person has the right to feel safe, seen, and heard.
• T-Mobile has zero tolerance for hate speech communicated towards our employees and partners.
• Hate speech is language used by the customer that directly attacks characteristics of a person or group based on race, ethnicity, national origin, religious affiliation, sexual orientation, sex, gender, gender identity, or physical ability.
  Example: “I don’t want to speak to a Black person.”
  Example: “I don’t want to work with a woman.”
• To support customers with terminated accounts or those on written correspondence, follow On written correspondence only or revoked account access.
• The steps below outline frontline handling, but you may engage your Associate Manager/Supervisor to support at any time. 
• If your Associate Manager/Supervisor is unavailable, locate another Associate Manager/Supervisor within the site for assistance.
• If customer escalates to leadership prior to triggering the interaction to end, follow Customer escalations.

1. Give a warning and redirect the customer back to their reason for contacting T-Mobile.
   Example script: “I'm here to assist but if this conversation doesn't remain respectful, I'll need to disconnect the call.”
2. If the speech continues, give a second statement and end the interaction.
   Example script: “T-Mobile believes that racism, hatred, and inequality have no place in our world. Because the conversation has not remained respectful, I’ll have to disconnect the call.”
3. Inform your Associate Manager/Supervisor of the disconnect. Messaging teams follow NRR process.
4. Memo account using memo code HASP. Do not create special instructions.
   • Date
   • Details: Include the text “Ended call due to hate speech.”
   • Caller name
   • PAH name
   • MSISDN
   • BAN
5. Review account for memo code HASP or previous escalation memos for violation of hate speech guidelines.
6. If there’s a previous interaction documented (from any date) in addition to new event, follow Reporting repeat violators.

Use this process for customers with two or more HASP memo codes.

1. Email these details to your Associate Manager/Supervisor.
   • Subject: ERT Escalation for Hate Speech
   • Date of new and previous memo
   • Details of new and previous interactions
   • Caller name
   • PAH name
   • MSISDN
   • BAN
2. If your Associate Manager/Supervisor is not available, leverage one from another site. 

Use this process for scripting examples when a customer has requested to speak with a US based Expert or an Expert without an accent.

1. Reassure customer that all Care Experts and CSRs, including yourself, are trained to resolve their concern and provide excellent customer service. Be confident in your training and ability.
   Example script: “As your CSR. I would like an opportunity to earn your trust. I am well trained and supported by a Care Team committed to fixing the issue you are calling in about. My goal is to take care of you today so that you never have to call back for this issue. Will you allow me an opportunity to earn your trust?"
2. If the customer will not let you assist, engage your Associate Manager/Supervisor. 
3. If a customer asks for an Expert/CSR without an accent, let them know that we are a diverse company with Experts/CSRs from a variety of backgrounds committed to resolving the reason for the call.
   Example Script: "At T-Mobile, we value diversity and our Experts/CSRs come from a variety of backgrounds. I am not able to guarantee the next person you speak with won't have an accent; however, I can guarantee that if you allow me to earn your trust, I am committed to resolving your issue today. Will you allow me the opportunity?”
4. If the customer will not allow you to assist, transfer the call to your Associate Manager/Supervisor. 
5. Associate Managers/Supervisors can escalate through their site leadership if needed. 

Follow Call Center Emergencies.

Do not transfer callers to the Law Enforcement Relations Group as they can't release any call detail to customers. Do not make any commitments regarding actions T-Mobile or law enforcement will or won't be able to perform.

1. For customers who report receiving harassing calls, offer to complete a mobile number change free of charge to prevent additional harassing calls.
2. If customer is not wishing to change their number, direct them to their local police department for assistance.

If escalation is warranted, follow these steps:

1. File an Incident Report.
2. Send an email to your Human Resource Representative. 
3. Provide details of the interaction, including the BAN, employee’s name, and the summary of behaviors.

Follow In-store emergency preparation and response and file an Electronic Incident Report.

• Call center emergencies
• Customer requests employee information