REVIEWER 2021 pt.4

True or False: Agents must have a specific business purpose for accessing the customer's account.

• True (The agent must always have a specific business purpose for accessing customer accounts.)

• Yes. (The agent must always have a specific business purpose for accessing customer accounts.)

• False.

• No.

True or False: When viewing the customer's coverage on the Metro by T-Mobile website, the map will show more coverage detail when going from the national and state level, to city and street level.

• True.

• False.

Yes or No: If the customer's account indicated Account in Collection, when the agent suspends the account, the agent won't be able to remove the suspension without the customer making a payment.

• True. (While the customer owes money for their current billing cycle, they will remain suspended until the balance is paid.)

• Yes.. (While the customer owes money for their current billing cycle, they will remain suspended until the balance is paid.)

• False

• No

Multiple Choice: What is the resolution time frame for a ESP ticket?

• Up to 24 hrs.

• Up to 36 hrs.

• Up to 72 hrs.

• 3 to 5 business days

Multiple Choice: What should the agent do when the customer's service stops working, even though no provisioning change took place?

• It is a service issue. Troubleshoot the problem and where indicated, submit a Grand Central ticket.

• It is a service issue. Troubleshoot the problem and where indicated, submit an ESP ticket.

• Schedule a appointment with a store technician.

• Ask the customer to call back after 2 hours.

• None of the above.

Fill in the blank: Sometimes we may have to give the customer information they do not want to hear but if we focus on the ___________ and what can be done, we can usually turn it around

• Confident.

• Energetic.

• Positive.

• Negative.

• None of the above.

Multiple Choice: select the workspace in MetroVoice (Jive) that provides a space for agents to interact with one another.

• Work.

• Life.

• Community.

• None of the above.

True or False: When changing the customer's address, the customer must provide an address within the Metro by T-Mobile market where they will use their phone.

• True.

• False.

• Truth.

• Korak.

True or False: It is an acceptable practice to proactively offer a customer a credit or waive a fee.

• True

• False (you should never proactively offer to credit or waive a fee)

• True (you should never proactively offer to credit or waive a fee)

• Maybe