Retention- Knowledge Check

Colleen would like to know how much she still owes on her EIP. She explains she can't afford her T-Mobile bill and is considering canceling. Which of the following items would you NOT review during a visual audit of her account?

• Review the rateplan to determine whether Colleen might benefit from a different plan or would benefit from AutoPay.

• Check the Usage Summary to determine whether Colleen regularly incurs usage charges.

• Check Colleen's Credit Class to determine future upgrade options.

After performing a thorough visual audit of Colleen's account, you determine that she has a T-Mobile ONE TI plan and you notice that she calls and texts between a number in Spain frequently. Colleen confirms she contacts her sister in Spain on a regular basis. Which of the following features would provide the best resolution for Colleen at this time?

• ONE Plus International

• Mobile Without Borders.

• Stateside International.

You are working with Xander and he states that he can get a better deal with Sprint. The total monthly cost of service is very important to Xander. You see the following on his account: Xander consistently pays his bill late. He was given three "goodwill" credits over the past year. You have asked the following: Are you familiar with our newest plans? - "No." Could you explain what Sprint is able to offer? - "Yes." How would you proceed?

• Present the benefits of our newest T-Mobile ONE Plans, placing an emphasis on the benefits of having taxes and fees included, Netflix On Us, and AutoPay Credits.

• Set a future-dated cancellation for Xander's account and educate Xander on the billing impacts of a port-out. He can finish out his current bill cycle and then move to Sprint whenever he is ready.

• Cancel Xander's account immediately. He is consistently past due and has cost T-Mobile money in goodwill credits.

• Advise Xander we can meet or beat Sprint's offer. If necessary, create a recurring "RET" credit to match Sprint's price.

Gabriel activated service 6 weeks ago but noted that he is disappointed in our coverage as you helped him with another issue. Which of the following is an example of how you would handle the customer's concern after resolving the issue he contacted T-Mobile about?

• Upgrade Gabriel's phone because T-Mobile has great coverage so the problem must be in the device the customer owns.

• Advise Gabriel that he should cancel his account if the coverage isn't what he expected. Let Gabriel know that he is welcomed back as a customer once we improve our coverage

• Since Gabriel didn't contact T-Mobile about the coverage issue, we should only focus on the stated issue. Discussing coverage would be an inefficient use of time.

• Probe for more information, conduct a thorough audit of Grand Central, troubleshoot a potential signal issue, and explore options such as a Coverage Device or Wi-Fi Calling..

What is the first step in handling a deceased BRP customer request to cancel a line?

• "I'm sorry to hear about your loss. I want to get this resolved for you as quickly as possible. Let me cancel your account right away."

• "I'm sorry to hear about your loss. I want to get this resolved for you as quickly as possible. I know a specialist who will make sure everything is taken care of for you." (You would then conference with a Customer Resolution Expert unless there are further questions.)

• "I'm sorry to hear about your loss. I know this is a difficult time for you and your family. Can I proceed to verify your account?"

• "Sorry to hear that! Can I please get the account password?"

What should you advise a customer who is moving outside of the current T-Mobile Coverage area but may have compatible coverage from a different wireless provider??

• Advise the customer that they can complete the cancelation online on MyT-Mobile.com.

• Advise customer that once acceptable documentation is received, EIP balances will be waived.

• Advise the customer of the SIM Subsidy Unlock policy.

• Advise the customer to fax us proof of the new address such as a new utility bill or a copy of their new license.

What should you check on the customer's account for a cancellation request due to a domestic move?

• Check what device the customer is using and for how long they have had the device. If they've had a device for 6 months or more, offer them a free upgrade as a retention offer.

• Check for coverage at customer's new address using the Grand Central Coverage tab. If coverage, follow save guidelines.

• Check to see how many credits the customer has received, their tenure, and if they make their payments on time. If the customer is loyal, offer to credit one month of monthly recurring charges as a save attempt

• Check to see if the customer has an EIP balance on the account. If so, waive the balance if we don't have coverage at the customer's new address.

You are processing a payment for Emily Ericson when she says, "I think its time for me to upgrade my phone. I've had the same one for three years. I keep seeing ads for a free Galaxy with a different company. I've been with you guys for five years, I think you should send me a free phone." How would you respond to this Trigger Statement?

• We don't do free phones anymore since we got rid of contracts . Are you familiar with our new plans?"

• "We don't do tradtitional customer loyalty programs anymore because we value all of our customers so highly, but if you let me put you on hold I can see if I might be able to work some magic on my boss."

• "I'm sorry I can't offer you a free phone. Is there anything else I can do to help today?"

• "First off, thanks for sticking with T-Mobile for such a long time! I would love to look at our upgrade options. Have you heard about our awesome JUMP! programs?"