Foundational Skills

Carrier Freedom is an Un-carrier move. What category(ies) does this fall under? Select all that applies

• Devices

• Customer Experience

• Services

• Features

Stefan contacts you with a question about a new signature feature you haven't worked with before. You work with your Coaches and other Experts to answer the customer's question and make the appropriate changes to his plan. What fundamental TEX behaviors are you utilizing?

• TEX Teamwork, TEX Pillars, Un-Carrier Move

• TEX Pillars, TEX Branding, TEX Connect

• TEX Pillars, Path to Resolution, Team of Expert

At what step in the Path to Resolution should you deepen the relationship with the customer?

• Every Step

• Step 1 - Greeting

• Step 3 - Determine Customers Needs

• Step 5 - Recap

Being the Un-carrier has made big changes in the industry.

What are some of those changes?

• Un-carrier moves have forced other wireless providers to change their practices.

• Un-carrier moves prompted the addition of unlimited talk and text as a standard plan

• Un-carrier moves made our plans consistently less expensive than competitors.

Helping customers enjoy our service with as little effort as possible is one or our TEX Pillars.

Why is it important to acknowledge their effort?

• It helps with customer loyalty.

• It makes them feel like they are doing more than they really are.

• It makes them realize they can use self-help options rather than contacting an Expert.

Which Pillars help control costs?

• Stay longer

• Do it with less effort

• are they happy

• deepening the relationship

Which of the following behaviors should be provided with Un-carrier ownership during customer interactions?

• Information/resolution for the customer's concerns.

• Expectations regarding promotion compatibility.

• Positive P&L metrics

• Owning the Yes

Jose contacted you regarding the billing date, but the account is past due.

In Samson, where would you go to find a customer's payment arrangement history?

• Billing Tile, Collection Widget

• Device Tile, Network Tile

• Billed & Unbilled Charges

• Billing Dashboard

Jose would like to change the day the bill is due and contacts you.

In Samson, where would you go to make that change?

• Close Field

• Open Field

• MidFiled

• InField

Cybil noticed a problem with the My T-Mobile Portal and contacts you.

In Grand Central, where would you go to investigate Cybil's complaint?

• Known & Emerging Issues

• Complaint Tab

• Customer information

• Summary Tab