A customer contacts you because they aren't sure if their phone is working properly. You review the account and notice it is marked Suspended.

Where are outbound calls going when trying to call out?

• They are routed to the suspend queue.

• They are routed to T-Mobile's toll-free number.

• They are blocked.

• They are completed.

A customer contacts T-Mobile to find out why their service has been suspended when they do not have a bill due. When asked, they report receiving no warning texts (SMS bill shock message).

What should you do to probe the issue?

• Review Spending Limit balance

• Review current balance

• Review usage

What should you do if a customer wants to make a payment with a gift card that doesn’t have a CVV code?

• Refer the payment to leadership.

• Reject the payment.

• Ask for an alternate form of payment.

• Accept the payment.

Which customers contact us at 17 times the rate of other customers?

• Customers requesting the deletion of a payment arrangement

• Customers requesting payment support

• Customers requesting EIP Payments & EIP Payment Payoff support

What is the first step in taking a payment from a regular customer?

• Advise of payment support fee.

• Offer self-help.

• Take payment.

• Set expectations.

You are developing a personal action plan to help customers avoid high balance situations. On your checklist for each interaction is determining if customers would benefit from the Stateside International feature or Simple Global. The customer on the phone right now could have used your help earlier! They are traveling internationally and contacting us because their service was suspended due to high balance. They would benefit from Simple Global.

You restore using HBLT code, and you need to remember when to backdate the change but you recall two ways to do it.

Which of the following is correct?

• Magenta Voice with Simple Global—backdate to the start of the bill cycle.

• Stateside International—backdate to the start of the bill cycle.

• Simple Global—backdate to cover the overage.

A customer calls after their account was suspended during an overseas trip. After your discussion clears up their misunderstanding about their plan billing, you consider whether you should re-rate their bill. You find that they have had a bill re-rated previously.

What is required before a re-rate adjustment can be made?

• No more adjustments can be made.

• The customer must pay 25% of the spending balance.

• Before re-rating the customer again, the customer must pay 100% of the spending balance.

A same-day payment starting at 20% is a requirement for which kind of payment arrangement?

• Hardship Payment Program

• Payment arrangement

• EIP

A customer canceled service 10 days ago and has a $35 credit balance. He requests a refund.

What should you do?

• Inform the customer when the refund will process.

• Submit a Payment Refund Form.

• Tell the customer no refund can be provided.

• Offer to apply the $40 to future purchases.

Proactive customer support is one of the best ways to prevent bill shock.

Which service should you use to keep customers who travel from high balance situations?

• Simple Global

• Master Privileges

• AutoPay Discount

• Stateside International Talk and Text