BILL REFRESHER FOR LEADERS

In the escalation process, what is the eligible number of days that coaches can do promo asset recovery from the EIP start date?

• 30

• 60

• 80

For promo asset recovery, what is the acceptable number of days for the device to be received at the warehouse from the EIP start date?

• 30

• 45

• 60

Customer was asking for the return shipping label for a damage phone that needs to be returned to Assurant. He is becoming impatient and doesn't want to contact Assurant. What's your best course of action to address this concern?

• Advise the customer that he really needs to call Assurant to get the shipping label

• Offer mytmo claim to generate return shipping label

• Use the Shipping Label Escalation Tool

A 5-year customer cancelled the service effective 10/15. His bill close date is on 10/25 and he still has a bill that was due on 10/17. He asked if there's another bill to be paid if he'll pay the bill on his due date. What's should be your response?

• Your next bill will include prorated charges for usage through today for the line(s) being cancelled. It will also include charges for any one-time charges and usage through today, such as international usage or market purchases

• Your next bill will reflect the prorated adjustments on the line(s) cancelled for days not used. It will also include charges for any one-time charges and usage through today, such as international usage or market purchases

• The cancelled line(s) will not be billed on your next billing statement with the exception of any usage or one time charges incurred until the end of the current cycle, such as international usage or market purchases

The customer called in asking why his bill is higher than normal. The expert found out that the customer paid all his due on the 3rd which leads to account auto-restore from non-payment suspension. The customer's bill close date is every 10th of the month. What's the main reason why his bill is higher than normal?

• Customer was charged with restore fees

• Prorated MRC charge plus a month in advance was billed in customer's account

• Customer still has unmanaged bill

The customer complains about international roaming charges. She claims that she only called T-Mobile 800 toll free number and the rest were just SMS. How are you going to explain this to the customer?

• It's weird that you got charge for calling internationally especially if you only called T-Mobile 800 number. We don't charge our customer to call the 800 toll while roaming

• I appreciate you reviewing the charges on your bill. I found out that you were charge $XX.XX in using T-Mobile's 800 toll free. Since we don't charge our customer in reaching customer service, we'll have this charge adjusted as billing in error

• Looking at the charges, it reflects that you've used the 800 toll free in calling internationally. T-Mobile has international line to reach customer service. Calling 611 or 800 toll has a charge per minute

Your customer is disputing the international long distance charges. You checked the account and figured that the charges are valid. What will you do?

• Explain why the charges are valid, apply no credit, and offer any additional plan or features to help with these charges in the future

• Explain why the charges are valid, apply one time courtesy, and offer any additional plan or features to help with these charges in the future

• Explain why the charges are valid, apply one time adjustment using the code LDTCRD, and offer any additional plan or features to help with these charges in the future

What is the dispute period for our customer?

• Within 3 months of first disputed charge

• Up to 60 days from the date they received their bill containing the first disputed charge

• 30 days from the date they receive their bill with disputed charge

Customer has a device with cracked screen and would like to take advantage of "Get the OnePlus Nord N200 5G on Us with trade" promo. What should the customer do?

• Advise the customer that he's not qualified for the offer and look for a promo that has no trade-in requirement

• File a warranty claim before doing the trade-in

• Let the customer know that he may trade-in the device and declare the damage during trade-in process

Customer change to T-Mobile Essentials and was unenrolled from a promotion. He received 2 out of 24 credits but was not able to get the third payout. What will you do?

• Change the rate plan to an eligible plan, re-enroll to the promotion and process an adjustment for the month he missed the credit

• Change the rate plan to an eligible plan and re-enroll to the promotion. Set expectations that the credit will resume next month and he will still get the same amount of credit

• Process an adjustment for the month being disputed and let the customer know that he's no longer eligible to get the promotion as he changed to an ineligible plan