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WorksheetsT-Mobile Home Internet Troubleshooting
Total questions: 10
Worksheet time: 5mins
Do we ask probing questions before transferring?
Yes
No
It is important to fully understand the problem
True
False
It is okay to master reset the device before taking all of the steps.
Yes, reset it and see if the problem still exists.
No, troubleshoot first using the fix
The complete picture of exactly what the customer is experiencing is known as the
Situation
Duration
Location
Where do you find emerging issues for T-Mobile Home Internet
Jim
Workforce
T-Nation
Issue Center in Grand Central
When transferring to STC, what type of transfer do we use?
Explain the issue to Tech Rep (warm)
Just transfer (cold)
Don't transfer, we handle it
What is the first step we must take when troubleshooting?
Attempt to verify
Ask the customer to describe the situation
Educate & Close
Ask probing questions
Understanding the start time and consistency of the symptoms is known as the:
Duration
Location
Situation
We can not troubleshoot if account is not verified
False
True
Do we handle troubleshooting?
Yes, Own it
No, Transfer to STC
