BILLING with Feeling - #teamawesomeamazing

When the resolution of a bill recalculation call becomes a negotiation, whose interests are you serving during the negotiation?

• The customer, T-Mobile, and T-Mobile's revenue goals

• T-Mobile employees and the customer

• T-Mobile's revenue goals

What can you view in the ATLAS Checkbook field?

• Six most recent billing cycles

• All billing cycles

• Bill cycles older than six months

When customers ask for Courtesy credits, should they all be handled the same?

• No, every customer and situation is different.

• Yes, adhere strictly to the situation descriptions in C2 and other training.

• Yes, unless you encounter an unusual situation.

• No, consistency is an unreasonable expectation given the combinations of issues that arise.

Jordan tried to submit his iPhone X as a deferred trade-in using the switch2t-mobile.com website, but his newly activated phone number isn’t showing.

Customers can’t see their MSISDN on the switch2t-mobile.com site if the trade-in is not entered during the Carrier Freedom activation or Port-in.

What should you do first to fix this?

• Determine if he performed the steps at a store the same day

• Engage your Coach to take the next steps to resolve the issue

• Ask if this is an instant or deferred trade-in

A customer is irate and claims, “I don’t want to negotiate.”

What should you do?

• Encourage them to let you show how options might benefit them

• Respect their wishes and follow C2

• Review with them how you will resolve the issue and close the call

On which sites can you research rebate promotions using the Promo Tool?

• www.switch2t-mobile.com

• www.t-mobile.com/promotions

• www.t-mobile.com/offers

• www.t-mobile.com/offers/magenta

• www.t-mobile.com/accounts/promotions

From the customer's perspective, what is most significant about the first bill?

• Includes two cycles

• Received on Jan 11

• Due on Jan 25

What is the recalculation amount that will be added to other charges in the September 7th bill?

• $25

• $205

• $0

What is the balance on the customer’s account after the customer pays on December 17th?

• $0

• $25

• $330

• $305

Which billing method requires payment within the billing cycle?

• Bill Current

• Bill Arrears

• Prepaid