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WorksheetsMSGS NH Wave 20 | Week 2 Review
Total questions: 20
Worksheet time: 10mins
According to the Payment support fee policy, why does T‑Mobile charge the $8.00 Payment Support Fee when calling Care or visiting a retail store?
The $8.00 is optional for our customer.
The $8.00 will be given to the expert who process the payment for the customer
The $8 payment support fee covers T‑Mobile's operating expenses when a representative helps a customer over the phone with a payment/payment arrangement or when a customer visits a retail store to set up a payment arrangement.
If Customer Forms aren't not working, what alternate methods do you have for obtaining a customer's payment information?
Ask them to message us back the next day
Recommend a self-service option.
Advise them to visit the nearest T-Mobile Store
Make an outbound call to the customer.
Advise them to call customer care
How much is a restore fee?
$20 per line plus tax
$15 per line plus tax
We don't have Restoration Fee
True or False? A customer with a Ladexed account can receive phone calls and text messages.
True, but they cannot send text messages or make outbound calls (except 911 and 611).
False, all the service will not be available if the account is Suspended via Ladex
What voice/messaging/data capabilities does a customer have if their account is Suspended?
They can call 911 or 611. All other calls route to the suspend queue. All messaging and data services are suspended.
They can still use all their service, but they have to pay late fee
TRUE or FALSE
Customers pay a $20 restore fee plus tax per line when service is restored.
TRUE
FALSE
Ladex is a partial service interruption.
Customers pay a $20 restore fee plus tax per line when service is restored.
Except:
Employee accounts do not pay this fee when ladexed.
Ladexed accounts do not pay this fee when ladexed.
Military accounts do not pay this fee when ladexed.
The close date is the last day of a customer’s bill cycle.
True
False
Bill Arrears: MRC is billed and due after the bill cycle is closed.
True
False
Bill Current: MRC is billed at the beginning of the cycle and due within the same bill cycle
False
True
Choose all possible answers:
Family Allowances can block calls and sms.
What else can it block?
Blocked, private & unknown numbers (only when 'Time of Day' blocking is on)
Limits can be set for calling (excludes Wi-Fi calling), messaging, third-party downloads
Data
Numbers set as 'Never Allowed'
Who can complete account suspensions and restore lines?
Primary Account Holder
Billing Responsible Party
Unauthorized Users
Restricted
Authorized Users
What is the purpose of a secure form in LiveEngage?
To make it difficult for the customer
Secure forms allow us to gather customer payment information in a safe environment
True or false? You should proactively offer to waive the restore fees if a customer has not had them credited in the past.
True. In order fr us to make our customer happy we should proactively adjust the restore fee
False. You should position the fee when asking for payment. Then, if the customer is escalated, you should determine if the customer is eligible for a one-time waiver.
What are the eligibility for the the Bill Current billing method?
Individual-liable postpaid accounts, including Puerto Rico, activated with a Social Security Number after May 20, 2012.
No Credit Check (NCC)
Prepaid
Individual-liable postpaid accounts, including Puerto Rico, activated with a Social Security Number after May 20, 2012.
Prepaid
Special-Employee,
How do you identify a write-off account? (Select all that apply)
The account with have special instructions that say "Bankruptcy"
Collection information screen shows Refer to Collection Agency or Assign to Agency
WO in the account type field
The account no longer allows you to verify once in write-off
If a customer is disputing charges, you should contact the collection agency on their behalf.
True
False
An Extended Payment Schedule (EPS) is similar to payment arrangement that allows customers to pay their balance off in monthly installments.
True
False
They can have both a PA and an EPS for the same balance, they must choose both or none at all, if eligible.
True
False
Customers must have six months of tenure or greater with four or more payments successfully posted.
False
Maybe
True
