This is a PowerPoint presentation for Mobily

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Retail Genius Manual
Procedures
and Processes
1
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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2. 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?
Assalam Alaikum. Have a sit please. How can I help you?
Alaikum Salam, have a sit please. How can I help you?
2
Welcoming Customer
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Validate
Fingerprint
Complete
Documentations
Requirements Activation can only be
processed if the result of on-
line fingerprint validation is
successful
If outcome is invalid, Sales
Agent will apologize and
advise Customer to resolve
fingerprint problem from
Passport Office
Ask customer for his valid proof of
identity. Following are acceptable proof
of identities:-
l Saudi National ID
l Iqama or Muqeem
l Border Control Number
l GCC ID
l Passport
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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4. 11
Maximum Number of Lines that
can be activated per ID
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Below are the number of lines allowed to be activated
against each proof of identities presented by the Customer
SR. No. ID Type Postpaid Prepaid
1 Saudi National ID 10 Combined for
Standard Postpaid & Hybrid/Control Packages
10
2
Expatriate
Muqueem
Professional
6 Standard Postpaid
10 Hybrid/Control Packages 2
Worker
1 Standard Postpaid
10 Hybrid/Control Packages
2
3 Border Control No. 1 1
4 GCC ID 1 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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Retail Genius Manual
How will
Commercial
Violations be
dealt?
13
It is important for
the Sales Agent to
collect the
payment before
submitting the
sales order for
activation.
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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
Staff will be temporarily suspended
from his duty, pending outcome of
the investigation.

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Assure Customer
that you will
bhelphimresolve
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.
Clarify Specific
Requirements and
SettingofRealistic
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.

7. 17
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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Customer Refund
Requests
Wrong Payments:
Types of Customer
Payment Refunds
Over Payments:
Roaming / Security Deposits
These are payments made by
Customers (via on-line or Sadad
services) that are credited either to a
wrong MSISDN or subscription.
Customer on-line/Sadad payment
transaction where higher amounts
have been submitted than the bill or
desired recharge by accidentally
adding additional digit.
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.
l Official Bank Statement showing
the wrong payment or
overpayment transaction.
How Refunds are
Paid?
Wrong Payments /
Over Payment
Bank Transfer:
o Sales Agent will ask Customer
to submit the following:-
l IBAN Number with Name of Bank
l 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

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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 reversed, click on payment tab in
Siebel and check attachments to
reconfirm if refund have been
claimed
If Customer Agrees, he creates an
SR as per below details
Minimum Refund Processing time
is 48 Hours
From Siebel, Sales Agent verify if the
deposit payment is successful.
Sales agent will check of deposit
payment status in BMS.
Cash (can be requested from
Retail Outlets only):
l 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.
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

10. 20
Fills the Cash Refund Acknowledgement Form and takes a copy of Customer’s ID on the allotted
space in the middle of the Form
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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
If payment is Not Reversed,
Sales Agent will perform the following:
SLA for Cash Roaming/Security Deposit Refund is On-Spot

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Sales Agent will ask Customer
to submit the following:
Bank
Transfer
IBAN Number with Name of Bank
Clear copy of Customer’s ID
MSISDN
Sales Agent will submit the
request via e-mail:
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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Customer
Retention -
Postpaid
Complete
Documentations
Requirements
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.
What are the steps that Sales
Agents have to do whenever they
receive termination requests?
l If due to final exit,
l Ask Customer to fill the line
disconnection form,
l verify any outstanding dues and ask
for payment, if any.
l Full Bars the line
Following guidelines are
required to avoid disciplinary
actions as a result of staff
shortages:

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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.
Sales Agent asks Customer to fill the
line disconnection form,
If Customer insist to disconnect
his line
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

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