WorksheetsPath to resolution
Total questions: 75
Worksheet time: 47mins
What is under greeting
Un-carrier
Sets the tone
TEX branding
Uses customers name
What is not included under signature response
Customer cues
Assurance of help
Confirm understanding
Acknowledge customer effort
what is under determine customer's needs
Probes for root cause
Visual audit
Uses customers name
Adjacent issues
Under Fix-It what is not included.
C2
My T-Mobile
Verbalized Steps
Grand central
what's under self help
Offer tool
Grand Central SMS
Balance CEO
T-mobile App
What is not included under Deepen the Relationship
si EX
AAL
Accessories
C2
Offer tool
What is under recap and close
Acknowledge tenure
send personal guarantee
Thank customer by name
Value positioning
Will the greeting and the closing be the same for every employee? Why or why not?
No. The greeting and closing will be unique based on each employee's personality and Un-carrier touch.
Almost never! We should always greet the customer, effectively respond and acknowledge them as people, figure out what the customer needs and find a resolution, do the resolution, set them up for future success with self-help, find an opportunity to bring them closer to T‑Mobile, and make sure they are fully aware of what we did, why we did it, and make them feel confident that they are good to go.
compete against each other in a race to see
What is JOD
Just upgrade my phone
Jump on Demand
Just on Demand
What is JUMP ON DEMAND program
Intallment plan
Leasing
Refurbish
What is EIP
Equity Installment Program
Equipment Installment Plan
Equal Intel Program
Estimated Income Plan
What is TEX
Team of Exprets
Team of Excell
Team of Experts
Tale of Experts
What are the TEX PILLARS
Deepen the relationship
Less effort
Customer Happy
Deepen the effort
Stay longer
types of transfer
Luke Warm
Cold
Cool
Warm
What is our knowledge base tool?
Grand Central
C2
Atlas
Samson
What is BRP
Barter Resource Price
Billing Responsible Person
Billing Responsible Party
Billing Responsible Person
What C2 Document would you use to locate verification policies by account type?
Verifying Problems
Verification Policy
Verification by account type
What is required in order to change a PIN/ Passcode?
OTP
BRP
AU
RSL
What C2 document can you check if you can release or not the information?
Customer resource info
Information Piracy
Customer Privacy
CPNI & PII information
When would we send a One Time PIN to a customer?
Add/change/remove authorized users
Billing address change
Forgotten account PIN/Passcode
Releasing an account number, unless the account is in write-off status.
Talking to authorized user
How long do Verification Tokens last?
4 times and expire after 25 minutes.
5 times and expire after 30 minutes.
10 times and expire after 30 minutes.
1 time and expire after 25 minutes.
True or False. An embedded SIM Card, (eSIMs) are SIM cards built into the device and cannot be removed or replaced. If the manufacturer allows it, they may also support multiple profiles.
True
False
Select all the sizes of physical SIM cards we support in our devices.
Nano
E-Sim
Micro
Standard
What defines all the settings to connect to the T-Mobile network.
A profile
A sim Card Model
Network
Coverage Device
How to activate E-Sim
Scan QR
Send activation code
Manual Registration
Go to store
What is CPR
Consumer Protection Review
Customer Privacy Review
Customer Protection Review
Consumer Privacy Review
Which systems do the CPR check?
Samson and Grand Central
DASH and Atlas
DASH and Samson
Samson and Atlas
To minimize the chance in validating the customers card, you need to check three things. What are they?
CVV code
The payment card is not a prepaid card
Card number, expiration date
The billing address matches the customer's credit card statement
What information did the "fraudster" get about their victim?
Mobile Number
Address
Email address
Name
What code can you dial to turn Scam ID on?
(a)
Code for turning Scam Blocking On.
(a)
What upgrade provides shield customers the ultimate scam protection?
Scam Shield Premium
Scam ID
Scam Block
How much is the mobile number change fee?
$ (a) .
What key advisements would you need to provide your customer prior to completing this mobile number change?
Customer may lose any unsaved voicemails.
Call records will no longer be available.
The call will disconnect when the mobile number change is completed.
The change may take 2-4 hours to complete
Contacts will be deleted.
How will you determine what MSISDN's are available in that market?
Device check
IMEI number tool
Mobile Number Query Tool.
Grand Central
What is PAH
Primary Account Holder
Person Account Handler
Primary Agent Handler
Person Agent Head
True or False. A bill cycle change works best when customers are repeatedly past due.
True
False
When does the new bill cycle go into effect?
On the due date
Before the current cycle ends
After the current cycle ends
On start date
Who can request a bill cycle change?
BRP
BRP and AU
AU
UAU
What is MRC
Monthly Recurring Charge
Monthly Recurring Credit
Monthly Re-rate Change
how much is the restoration fees?
(a)
How much is the payment support fee?
$10
$5
$15
$20
What category can you find Carrier Freedom information in C2?
Devices
Offers
Home
Plan/Services
(a) is a feature offered to T-Mobile customers to manage their stored payment methods.
My Wallet is a user-level virtual wallet that can store up to (a) different payment methods giving customers more security, flexibility, and control over how they make payments to T-Mobile.
Stored payment methods will be tied to the (a) & MSISDN. This means each user can set up their own personal My Wallet and have exclusive access to add, remove, update, & use payment methods stored in their My Wallet.
Customers will be able to manage their My Wallet on their own using
Store
T-Mobile App
IVR
MyT-Mobile website
True or False? You should still charge the payment support fee when taking an EIP payment.
True
False
The following EIP/POIP status types cannot receive a payment refund:
Manual Close
Returned
Order Never Received status
EIP Plan ID has been closed for 30 days or more.
Suspended
Postpaid consumers who reach an unbilled balance of $ (a) or greater are auto suspended for high balance.
Customers receive the normal bill shock SMS messages at
$50
$100
$250
$500
$200
The HBTM memo code is vital because
it will help the rep to know that it should be suspended.
it will prevent the system from suspending the account from high balance.
it will prevent the system from cancelling the account from no payment.
it will help the system to know that customer is high balance.
True or False. If the customer has already received a re-rate, no more adjustments can be made.
True
False
Can you set up a payment arrangement if customer have 31 Days past due?
Yes
No
Can you set a payment arrangement if customer have 30 Days past due?
Yes
No
If a customer has an EIP and is suspended, what will happen to their EIP?
It will be closed
The EIP will be billed at a later time.
It will continue to bill as normal.
What voice/messaging/data capabilities does a customer have if their account is fully suspended for non-payment?
They can call 911 or 611.
Only messaging is allowed.
Only Data is working
Which of these statuses result in a $20 restore fee for employees?
Suspended
Cancelled
Ladexed
True or false? Customers who are ladexed can receive and check their voicemail messages.
True
false
True or False: All accounts statuses are eligible for making payment arrangements.
True
False
Which screen in Samson will indicate “Failed” if a customer fails a payment arrangement?
A failed arrangement shows X on the screen.
A failed arrangement shows Failed on the payment arrangement history screen.
Failed on the payment arrangement history.
True or false: If a customer has a two-part payment arrangement and cannot pay the first installment in full, that's okay because they can pay it together with the second installment.
True
false
Maybe
Say the customer gets suspended before setting up a payment arrangement. If eligible to set one, will the payment arrangement restore their service?
Yes
No
Needs to pay the full balance.
A customer contacts us within 24 hours of setting up the payment arrangement and says T-Mobile made an error. After speaking with the customer and researching the account, you determine that the error is valid.
Delete PA
Do not Delete PA
Set follow up
A customer with a two-part FDP paid the first installment early but needs an extra day for the second installment.
Delete PA
Do not delete PA
set follow up
A customer reaches out to delete a payment arrangement because they already paid the total amount that was scheduled to process the day they are contacting T-Mobile.
Delete PA
Do Not Delete PA
Set Follow Up
A customer needs an additional 5 days to be able to make the payment.
Delete PA
Do Not Delete PA
Set Follow Up
How will the customer be impacted if you delete a payment arrangement for a past due customer?
Service may be interrupted, fully suspended, or canceled, depending on account status.
A $20 restore fee per line will apply if the account is suspended.
If service is canceled and EPS or an Equipment Installment Plan (EIP) is active, the full remaining balance will be accelerated and due on the next bill.
EIP's will be cancelled in the account.
If a customer is ineligible for a payment arrangement reset, how might the customer benefit from us "owning the no" in this situation?
By maintaining the existing arrangement, the customer can become current on their account which means they will be able to enjoy the T-Mobile services they love and stay in touch with family and friends.
Resetting customers PA will have them stay longer.
Owing someone money is not fun; getting away from any type of bad debt is a liberating experience for a lot of people.
If we reset a PA outside of policy, it means that our customers will have to take on more debt to keep using their services. The hole they are in may only get deeper.
Why do you think you shouldn't proactively advise the customer to contact T-Mobile once the payment arrangement has failed to set up a new one or quote the grace period?
We will make sure that customer will be taken care of so we can try to set up HPP to avoid suspension or cancellation in the account.
We don't want to encourage negative habits. The customer may intentionally cause their payment arrangement to fail in order to take advantage of the extra days and, if they don't make a payment as scheduled, their account may enter the next collection step.
We advise customers payment arrangements can't be changed or deleted, and if we send the message that the policy is flexible, we are setting our customers and our peers up for a negative interaction down the road.
We don't want to encourage negative habits. The customer may intentionally cause their payment arrangement to fail in order to take advantage of the extra days and, if they don't make a payment as scheduled, their account may enter the next collection step.
How is T-Mobile impacted by customers who contact us to reset, delete, or change their payment arrangement?
Customers who contact us to reset, delete, or extend their payment arrangement drive 2M contacts per month.
This causes an increased volume for our frontline, additional costs to T-Mobile, and longer customer wait times.
Customers looking to delete arrangements contact us at 17 times the rate of other customers.
Customers who are constantly getting extended and behind on their bills aren't getting the Un-carrier experience we want them to have. They are thinking of T-Mobile as a cause of stress instead of as their friend in wireless.
Why is it important to look at the days past due and the account status when setting up a payment arrangement?
Customers who are suspended for more than 30 days are not eligible for a payment arrangement.
If an active customer account is late for less than 16 days, you don't have to charge the payment arrangement convenience fee.
The options that are available to customers are based on the customers account status and days past due.
How and when to claim insurance.
If it's factory defect
If Accidental Damage
If requested by the customer
When it's not added
When and how to file warranty exchange?
When customer doesn't like the device
If customer accidentally damage it
If it's factory defect
If customer wants to return it
What is P360
Plan
Code
Insurance
Warranty
