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WorksheetsFoundation BM
Total questions: 10
Worksheet time: 5mins
You use the Questions or feedback? Tell us and let us know C2 to ask a question.
How long do you have to check the answer before it is removed?
About a week
About 3 days
About a month
You need to identify and resolve a customer issue by using device, network, and account diagnostics.
Which tool should you use first?
Atlas
Grand Central
Dash
Which behavior best fits the TEX Pillar Deepen Their Relationship with T-Mobile?
Personally resolve the customer's issue of first contact.
Make a personal connection with the customer.
Ask questions that are relevant to the customer.
Introduce customers to products and services they get just for being part of the T-Mobile family.
What should you do along every step of the Path to Resolution?
Deepen the relationship with the customer.
Thank the customer for choosing T-Mobile.
Direct the customer toward Self Help.
Why don't we follow robotic responses at T-Mobile?
Scripted greetings take too much time.
Scripted language minimizes genuine human connections.
It is too hard to keep scripts up-to-date.
What is the best way to save C2 documents so you can use them on a different computer?
By copying and pasting their contents onto a flash drive
By emailing each link to yourself
By bookmarking them
You have helped a customer by developing a tailored resolution to fix their problem.
What is the next step in the sequential path to resolution?
Recap and close
Self-help
Determine the customer's needs
Which pillars are impacted when we fail to keep a promise to our customers?
Customers are happy.
Customers stay longer.
Customers deepen their relationship with us.
Customers put in less effort.
Rather than using an individual metric to evaluate employees, we use a team metric.
What is the purpose of this method?
Since we strive for first contact resolution, you can share the blame if a dissatisfied customer contacts you
We can share feedback that helps us all provide better service, since customers are in contact with a community of Experts.
Measuring metrics based on teams gives us enough data to analyze, since our contact with customers is so fleeting.
One of your assigned customers deactivates a line.
What metric does T-Mobile use to calculate the cost of this deactivation?
The lost customer lifetime value
The value of the customer's devices
The number of years the customer has had a T-Mobile account
