T-mobile Final Insight Review Part 1

When should you use this button in the Return it Right tool?

"Copy Memo"

• You are looking for the current policy regarding a return.

• You need further assistance during the returns process.

• You are documenting the steps you've taken during the troubleshooting process.

Which of the following statements indicates a customer might have a data issue?

• "I can't stream videos."

• "I can't get Google Maps to work."

• "I only have one bar."

• "My screen keeps freezing."

Where in Grand Central can you get a quick view of Root Causes categories?

• The Fix

• Summary

• Service Request

Susie is porting in a line and wants to know how long it will take.

What should you say to Susie?

• "It will take up to 10 days for both wireless and wirelines."

• "It will take 24 hours for wireless lines and up to 10 days for landlines."

• "It will take two hours for wireless lines and 24 hours for wirelines."

In what important way does T-Mobile provide value?

• Our network

• Our devices

• Our customer service

Jon contacted you regarding his Magenta plan. He wants to be able to use GoGo in-flight his upcoming travel.

What option would work best for him?

• T-Mobile 24 Hour Global Pass

• T-Mobile International Data Pass

• Gogo Inflight app

Tom wants to add a line to his T‑Mobile account. He just bought a refurbished iPhone X, but he doesn't have a SIM card.

What would you do to help this customer?

• Complete the AAL in ATLAS.

• Complete the AAL on the MyDIGITS Portal.

• Complete the AAL in DASH.

• Complete the AAL in Samson

A customer needs help determining which DIGITS is right for them.

What is the easiest way to help the customer?

• Use the Choose your DIGITS tool.

• Discuss each DIGITS with the customer to see which one they like best.

• Direct the customer to the DIGITS app for self-service.

Patrick would like to activate a brand new account with T‑Mobile. He doesn't have a SIM or a device, and he has never had service with us before.

What would you do to help this customer?

• Add the line in DASH and then add the device.

• Add the device in Samson and then switch to DASH to add the line.

• Transfer the customer to the Closed Loop Team.

• Transfer the customer to the Opened Loop Team.

Which system requires manual migration to move a customer to a tax-inclusive plan?

• ATLAS

• Samson

• Neither

• Both