WorksheetsBilling CJ 3 Debrief
Total questions: 21
Worksheet time: 40mins
What are the benefits of using the correct adjustment code? SELECT ALL THAT APPLIES.
When adjustment codes are used properly, we can track trends to identify areas that need improvement.
When a specific adjustment code spikes, the support team will research the memos associated with the code to find out why the spike is occurring and coach the representatives that gives the highest adjustments for the team.
When a specific adjustment code spikes, the support team will research the memos associated with the code to find out why the spike is occurring.
Sometimes when a spike occurs, we may make a policy change that makes the job easier and our customers happier.
What are the metrics impacted when we offer a Courtesy Credit? SELECT ALL THAT APPLIES.
FCR
Call Handling Time
UP and NPS
Quality
What should you consider when providing a courtesy credit?
Customer tenure, payment and adjustment history, rate plans and number of lines, and past memos, attitude of the customer
Customer tenure, payment and adjustment history, rate plans and number of lines, and past memos.
Customer tenure, payment and adjustment history, mood of my supervisor, rate plans and number of lines, and past memos.
Who needs to approve Courtesy Credits?
Team-mate
Operations Manager
Immediate Supervisor
What is the tool that we're using for adjustments?
ATLAS and SAMSON
SAMSON and C2
ASTLAS, SAMSON and C2
What flow can we use for us to check for the right adjustment code?
Research it Right
Code it Right
Adjust it Right
Global done Right
What are the 6 things that we need to include on our adjustment?
What, Why, Adj. Amount, Math, Billing Cycle and Approved by.
What, Why, How, Math, Billing Cycle and Approved by.
What, Why, Adj. Amount, C2 Policy, Billing Cycle and Approved by.
What are the 2 ways that we can process an adjustment?
Charge Level and Bill level
BAN level and line level
Ban level and charge level
Mitch is disputing unauthorized third-party charges. How do you dispute the charges to help Mitch get them refunded?
Third-party charges that are disputed as unauthorized by your customer must be refunded. C2: Downloads and Account Disputes
Third-party charges that are disputed as unauthorized by your customer must be refunded. C2: Third-Party & T-Mobile branded carrier billed purchases
Third-party charges that are disputed as unauthorized by your customer should be investigated and a follow-up should be made with the customer's account. C2: Third-Party & T-Mobile branded carrier billed purchases
Tracy has made a few third-party purchases that apply to her bill. She's charged $80 so far and is trying to add more but it won't let her. What's the problem?
Each mobile number is limited to $1,000 in third-party purchases applied to their T‑Mobile bill per billing cycle. Troubleshoot the issue that Tracy's having C2: Third-Party & T-Mobile branded carrier billed purchases
Each mobile number is limited to $80 in third-party purchases applied to their T‑Mobile bill per billing cycle. C2: Third-Party & T-Mobile branded carrier billed purchases
Each mobile number is limited to $50 in third-party purchases applied to their T‑Mobile bill per billing cycle. C2: Third-Party & T-Mobile branded carrier billed purchases
Monique recently bought her son a phone on her plan. He's an avid downloader and she doesn't want him to be able to download third-party content and charge them to her T-Mobile bill. What can she do to stop these third-party downloads?
The Third Party Content Delivery Tool has an option that prevents accessing or purchasing content from shortcodes, ie. third-party content. C2: Third-Party Content Delivery Tool procedures
The FamilyWhere has a Blacklist option that prevents accessing or purchasing content from shortcodes, ie. third-party content. C2: FamilyWhere procedures
The Third Party Content Delivery Tool has a Blacklist option that prevents accessing or purchasing content from shortcodes, ie. third-party content. C2: Third-Party Content Delivery Tool procedures
We can block the downloads from her son's phone. C2: Device Programs
Kim had her phone number blacklisted in the Third Party Content Delivery Tool and wants to know what other services are going to be blocked?
Blacklisting blocks incoming and outgoing shortcodes (commercial messaging). C2: Third-Party Content Delivery Tool procedures
Blacklisting blocks incoming and outgoing messages. C2: Third-Party Content Delivery Tool procedures
Blacklisting blocks all the services that Kim have. C2: Third-Party Content Delivery Tool procedures
Tom has been getting annoying messages from shortcodes and wants them to stop. What step should we recommend him to take first to opt out?
Reply to the message with: STOP, END, CANCEL, UNSUBSCRIBE, or QUIT. Commercial Messaging (Short and long codes)
Reply to the message with: STOP, END, CANCEL, UNSUBSCRIBE, or QUIT. USSD and Short codes
Why should Tom choose to opt out using the reply method before offering to blacklist them? SELECT ALL THAT APPLIES.
One of our goals is to make our customer's smarter by walking them through the options that they have
Blacklisting doesn't always block all of these message types.
This will save us time to assist more customers
This ensures that customers are aware of how to manage these services on their own.
Going back to Reuben's experience - do you think Reuben trusts his Team of Experts? Why or why not?
Reuben probably doesn't trust his TEX team. He feels like the ball was dropped and we caused him to put in a lot more effort than he needed to.
Reuben probably trusts his TEX team. He feels like the ball was dropped and we caused him to put in a lot more effort than he needed to but he was still well taken care of
How could this impact Reuben's experience going forward?
Reuben will believe us with the resolutions that we're giving him and he will no longer need to contact us again.
We've broken trust with Reuben. He will be hesitant to be confident in our resolutions which could cause him to contact us more.
We've broken trust with Reuben. He will be hesitant to be confident in our resolutions which could cause him to contact us less since he knows that it's just a waste of his time
Since we have increased Reuben's effort, his perception of the previous interactions possibly created disloyalty. Thus, placing us in the Keep the Customer stage of his life cycle. What behaviors are imperative to reaching an Ideal Customer Perception State? SELECT ALL THAT APPLIES
Reuben will probably be hesitant to take advantage of another offer, thinking they are "too good to be true" since this one didn't go smoothly and it took so long to resolve.
Taking immediate acknowledgment of what was broken and our ownership to turn around the experience.
The "misses" in Reuben's journey impact the community in multiple ways. Reuben could potentially leave T-Mobile which can impact deacts; Reuben probably won't be confident in our resolutions, so he might contact us for the same issue more than once to make sure we are providing the correct information; since we've broke trust, Reuben is more likely to leave us poor NPS and UP scores and won't recommend us to his friends and family.
Quick and immediate steps to resolve the issue instead of throwing credits towards it.
Based on this interaction, how likely is Reuben to take advantage of another T-Mobile promotion and invest more? Why or why not?
Reuben will probably be hesitant to take advantage of another offer, thinking they are "too good to be true" since this one didn't go smoothly and it took so long to resolve.
Reuben will probably be the first one to take advantage of another offer, thinking they are "too good to let go of" since he should have moved on from the past
Reuben would not want to miss this offer and will be the first one to take advantage of it. Who wants to miss a deal, right?
How do the "misses" impact your community as a whole, including P&L?
The "misses" in Reuben's journey impact the community in multiple ways. Reuben could potentially leave T-Mobile which can impact FCR; Reuben probably won't be confident in our resolutions, so he might contact us for the same issue more than once to make sure we are providing the correct information; since we've broke trust, Reuben is more likely to leave us poor Warranty exchange and UP scores and won't recommend us to his friends and family.
The "misses" in Reuben's journey impact the community in multiple ways. Reuben could potentially leave T-Mobile which can impact deacts; Reuben probably won't be confident in our resolutions, so he might contact us for the same issue more than once to make sure we are providing the correct information; since we've broke trust, Reuben is more likely to leave us poor NPS and UP scores and won't recommend us to his friends and family.
Do you think this customer would recommend T-Mobile to their friends and family? Why or why not?
Reuben probably won't recommend us to his friends and family. He had a poor experience with us and we definitely dropped the ball. After some time and effort on our part to rebuild the trust in our relationship, Reuben might be more willing to recommend us.
Reuben will definitely recommend us to his friends and family. He loves a great deal and we have an awesome referral program.
Thinking about the expectations and commitments given to Reuben during the first stage of his account life cycle, how did the result of all five interactions impact our relationship with him?
Reuben is happy, contented, and trusts more than ever. He knows that we know what we're doing and that it is our goal to make sure that he won't contact us again.
Reuben is frustrated, upset, and doesn't trust us anymore. He probably feels like we either don't know what we are doing or just simply don't care. It's our job to show him neither of these is true!
