CFU: RSL Basic

What kind of things would a Retail Agent help a current customer with at a T-Mobile store?

• Assistance with their account

• Buy a phone

• Questions regarding their rate plan or bill

• All of these

If a Retail Agent is helping a current customer who switched their plan over to the new Magenta Max and is seeing plan change charges on their plan that shouldn't be there, what should their first step be to help fix this:

• Review account memos

• Review the customer's account

• Review the bill

• Provide the customer with the necessary credit based on your research

An ME calls with a current customer who isn't receiving their autopay discount. The ME says they have done the research, sees that the customer is enrolled, and should have received the credit. Which of the following steps should you take? (Select all of the correct responses below):

• See when autopay was added

• Review the customer's account and verify that autopay is turned on

• Review the customer's bill, and see if they were getting the credit previously, if so, provide credit for the missed month

• Transfer your customer to your leadership

If you're assisting an ME with a change to a customer's account, what is one of the last things you should do right before closing the call?

• Thank the ME for being part of the team

• Verify the account

• Assure the ME that you're knowledgeable and understand their request

• Have the ME refresh the account to see the change was made

Retail Agents and ME's are focused on the customers, so they will have to call RSL for some tasks to be completed. Which of the following tasks would RSL assist with? (Select all of the correct responses below):

• Buyer's remorse cancellation

• No install cancellation

• Handset upgrade return tenure reset

• Temp double outside of policy