WorksheetsBILLING with Feeling - #teamawesomeamazing
Total questions: 38
Worksheet time: 38mins
When the resolution of a bill recalculation call becomes a negotiation, whose interests are you serving during the negotiation?
The customer, T-Mobile, and T-Mobile's revenue goals
T-Mobile employees and the customer
T-Mobile's revenue goals
What can you view in the ATLAS Checkbook field?
Six most recent billing cycles
All billing cycles
Bill cycles older than six months
When customers ask for Courtesy credits, should they all be handled the same?
No, every customer and situation is different.
Yes, adhere strictly to the situation descriptions in C2 and other training.
Yes, unless you encounter an unusual situation.
No, consistency is an unreasonable expectation given the combinations of issues that arise.
Jordan tried to submit his iPhone X as a deferred trade-in using the switch2t-mobile.com website, but his newly activated phone number isn’t showing.
Customers can’t see their MSISDN on the switch2t-mobile.com site if the trade-in is not entered during the Carrier Freedom activation or Port-in.
What should you do first to fix this?
Determine if he performed the steps at a store the same day
Engage your Coach to take the next steps to resolve the issue
Ask if this is an instant or deferred trade-in
A customer is irate and claims, “I don’t want to negotiate.”
What should you do?
Encourage them to let you show how options might benefit them
Respect their wishes and follow C2
Review with them how you will resolve the issue and close the call
On which sites can you research rebate promotions using the Promo Tool?
www.switch2t-mobile.com
www.t-mobile.com/promotions
www.t-mobile.com/offers
www.t-mobile.com/offers/magenta
www.t-mobile.com/accounts/promotions
From the customer's perspective, what is most significant about the first bill?
Includes two cycles
Received on Jan 11
Due on Jan 25
What is the recalculation amount that will be added to other charges in the September 7th bill?
$25
$205
$0
What is the balance on the customer’s account after the customer pays on December 17th?
$0
$25
$330
$305
Which billing method requires payment within the billing cycle?
Bill Current
Bill Arrears
Prepaid
Which best describes "Early Termination Fee (ETF)"?
A cost charged by other providers
What is given to customers when they transfer from a different provider
When a customer trades in a device when they switch to T-Mobile with a qualifying trade-in
Allowing a customer to use their existing number when they transfer to T-Mobile
Which best describes "Reimbursement"?
A cost charged by other providers
What is given to customers when they transfer from a different provider
When a customer trades in a device when they switch to T-Mobile with a qualifying trade-in
Allowing a customer to use their existing number when they transfer to T-Mobile
Which best describes "Qualifying Trade-in"?
A cost charged by other providers
What is given to customers when they transfer from a different provider
When a customer trades in a device when they switch to T-Mobile with a qualifying trade-in
Allowing a customer to use their existing number when they transfer to T-Mobile
Which best describes "Port-in"?
A cost charged by other providers
What is given to customers when they transfer from a different provider
When a customer trades in a device when they switch to T-Mobile with a qualifying trade-in
Allowing a customer to use their existing number when they transfer to T-Mobile
Ryan is upset about being charged for roaming while he was in Panama. He assumed roaming was included in his rate plan and wants a $130 credit.
You review his account in ATLAS:
*Tenure: 5 years 4 months
*Memos: No previous contacts about roaming
*Previous adjustments: $20 restore fee credit; none pending
*Rate Plan: Magenta Voice single line plan with AutoPay
What information will help you determine if a Courtesy credit is available?
Total Paid
Adjustment history
Courtesy credit limit
EIP balance
Devices must meet certain criteria to be eligible for trade-in.
Which of these is NOT considered for eligibility?
Location Services enabled
Device turns on
No liquid damage
No activation locks (Find My iPhone) or anti-theft features enabled
When should you turn to Un-carrier moves to resolve customer issues?
When we have an opportunity to increase customer confidence at the same time that we resolve a customer problem
In situations where C2 doesn’t apply
When the customer doesn’t accept C2 instructions
Ronald is a Bill Current customer. Here’s his monthly billing cycle info:
*Begins: 15th
*Ends: 14th
Payment Due: 7th
What day each month are charges for his rate plan and features calculated, along with any late fees?
15th
30th
5th
14th
"I don't understand the charges on my bill, and I'm hoping you can walk me through them."
Tenure: 6 months
Account Information: Active; Bill is due in 2 days
# of Lines: 2
What should you do?
Explain MRC charges, EIP charges, downloads, OOW fees, one time fees, and international dialing charges
Offer to set up a payment arrangement
Offer to set up AutoPay
A customer wants a specific result—for instance, a refund—and they are disappointed and discontented when you conclude it can’t be given.
What can you do instead to achieve the best balance of CEO?
Discuss other product offerings that deliver value to the customer
Sympathize with their disappointment
Accept that sometimes the outcome is better for E and O than for C
What should you say to resolve the root cause for this customer’s query?
"If you change your plan during a bill cycle, the changes are reflected on the next bill."
"It would be most helpful for you to visit a retail location to receive an explanation of your bill."
"It appears that your payment on August 20 was for an incorrect amount."
What action, on your part, can reduce the number of contacts the customer makes to T-Mobile?
Tying accessory and add a line offers into resolution
A well crafted closing/recap
A well crafted Signature Response
What entries in the Device Return Status tool will verify that a device was returned?
Store inventory label scan
Device received at warehouse
Device return confirmed
Device shipment confirmation
On which date do charges begin for the cost of the new 6-line plan?
April 2nd
March 30th
April 21st
Eliot needs to return a device, and also needs your help with issues on two previous device returns.
You can access the Help with Previous Returns flows in Return it Right, and you also have the Device Return Status tool in Grand Central.
What should you do to help this customer?
Use Return It Right for the new return and resolving the two previous return issues
Go to the UPS website for the shipping label, then use C2 to resolve the previous return issues
Use Return It Right to resolve the two return issues, then generate the new shipping label through the UPS website
When is the MRC billed at the beginning of the cycle and due within the same bill cycle?
Bill Current
Bill Arrears
Bill cycle change
Which billing method can result in bad debt?
Bill Arrears
Bill Current
Prepaid
You are helping a customer make a payment.
How can you deepen the customer's relationship with T-Mobile?
Prevent the customer's future contact by recommending self-help
Set clear expectations of what will happen
Complete a thorough recap and closing by saying thank you
Which tool is used to process all device returns?
Return It Right
Warehouse Return Tool
Code It Right
A customer has an existing ETF reimbursement issue.
What policies should you reference to handle this?
C2 > Offers > Promotional Credits and Rebate Handling > Rebates support
C2 > Offers > Carrier Freedom > Carrier Freedom issues and denials
C2 > Offers > Carrier Freedom
C2 > Tools > T-Mobile Directory > Departments > Rebate Care Queue
Where do negative amounts affecting the account balance appear in ATLAS, on the Billing Dashboard Checkbook field?
Pay/Adj.
Past Due
Charges
Balance
What will appear on the bill due on May 27th?
MRC + Recalculation charges
MRC of the old plan
MRC of the new plan
A customer contacts us to ask, "Why is my bill so high?"
Which of these is a root cause for a contact such as this?
The customer's bill was recalculated due to suspension for nonpayment
The customer is distressed by an unexpectedly high bill.
The customer doesn't understand how to read the bill.
The Promotion Dashboard helps reduce customer effort. How?
Provides a complete resolution path
Provides the customer with a path to resolve the issue on their own
Provides you with a reference point as you assist customers
After changing her plan in the middle of a billing cycle, Debbie reached out because according to her own calculation, her total charge is wrong. We then explained all of the charges on her bill in detail.
Which of the following are likely outcomes of this approach?
Time is wasted explaining things to the customer that they did not ask about.
The customer feels disrespected as we did not take time to clarify her questions.
Explaining billing issues that are not the reason she reached out to us gives her more confidence.
The Promo Dashboard currently shows what?
Service promotions after February 2018 starting with the 2018 Add One Line Get One Line offer
EIP loans
On Demand Leases
Devo's customer states they never got the rebate they submitted more than 2 months ago. Devo investigates using the Promo Tool and notices that the customer's submission was approved 3 weeks ago, which means they should have received their payment by now.
What should Devo do to resolve the issue?
Direct the customer to the Rebate Care Queue
Re-issue the payment to the customer
Check for any other alerts on the account using the Promo Tool
Andrew signed up for AutoPay last month, but he has yet to see a discount.
What would be a helpful probing question in this scenario?
Were you alerted that you would receive a discount?
Can you tell me when the promo was supposed to start?
Approximately how much of a discount were you expecting?
