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WorksheetsWeek 2 Assestment
Total questions: 20
Worksheet time: 11mins
When the resolution of a bill recalculation call becomes a negotiation, whose interests are you serving during the negotiation?
T-Mobile's revenue goals
T-Mobile, and T-Mobile's revenue goals
T-Mobile employees and the customer
The customer, T-Mobile, and T-Mobile's revenue goals
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.
When is the discount always applies on the account?
After 2 Billing Cycle
After they receive the order
Within 2 Billing Cycle
After the account holder decide when
What is Bill Arrears?
Bill Arrears billing is assigned to all Business account types as well as customers who opened an account before January 20, 2012. In bill arrears customers are charged for service after use.
Bill Arrears billing is assigned to all Business account types as well as customers who opened an account before May 20, 2012. In bill arrears customers are charged for service after use.
Bill Arrears billing is assigned to all Business account types as well as customers who opened an account before August 20, 2012. In bill arrears customers are charged for service after use.
Bill Arrears billing is assigned to all Business account types as well as customers who opened an account before June 20, 2012. In bill arrears customers are charged for service after use.
What is Bill Current?
Bill Current billing pulls postpaid customer's payments forward one month, helping to reduce bad debt by moving up the payment received date by 60 days. This billing method follows wireless industry standard practice.
Bill Current billing pulls postpaid customer's payments forward one month, helping to reduce bad debt by moving up the payment received date by 90 days. This billing method follows wireless industry standard practice.
Bill Current billing pulls postpaid customer's payments forward one month, helping to reduce bad debt by moving up the payment received date by 30 days. This billing method follows wireless industry standard practice.
Bill Current billing pulls postpaid customer's payments forward one month, helping to reduce bad debt by moving up the payment received date by 10 days. This billing method follows wireless industry standard practice.
What are some of the reasons our Team of Experts is famous for Care?
Team members are committed to solving problems for customers, no matter how long it takes.
Team members are experts in both account management and technical support.
Team members should wear magenta shirts
Team members uphold the TEX Pillars by working with customers to form relationships.
Businesses have many opinions about negotiation.
For T-Mobile, what does negotiation mean?
Inducing a customer to retreat on initial claims
Communicating to a customer, step by step, what is allowed by C2 instructions
Exploring shared and opposed interests with customers to reach mutually beneficial agreements
All of the Above
A customer changes their mobile phone number.
What do you tell them?
Unsaved voicemails may be lost.
Call records will no longer be available.
A new SIM card will be required.
The change may take 2-4 hours to complete.
Only the PAH can change a mobile number.
A Carrier Freedom reimbursement is received after how many days?
For AT&T, Verizon, and Sprint, it takes 25 days after submission approval; for all other carriers, it takes 15 days after submission.
For all carriers, it takes 60 days after submission approval.
For AT&T, Verizon, and Sprint, it takes 15 days after submission approval; for all other carriers, it takes 25 days after submission.
For all carriers, it takes 30 days after submission approval.
Some customers might be denied an ETF reimbursement.
Why?
The customer's submission was incomplete.
A copy of the final bill was not submitted by the customer or the image was unclear.
The account was not in good standing.
The number for the customer was not ported to T-Mobile.
T-Mobile is famous for Un-carrier moves, which can be divided into the categories of Services/Features, Devices, and Customer Experience.
Where does Carrier Freedom fall within these categories?
Devices
Customer Experience
Services/Features
Family
The Promo Dashboard currently shows what?
Current Offers
On Demand Lease
EIP loans
Service promotions after February 2018 starting with the 2018 Add One Line Get One Line offer
You have successfully created a Token, and you want to use it to access the account in other systems.
How can you do this?
Open the other system after waiting 2 to 3 minutes.
Go to the dropdown menu and select the system you want to use.
Paste the Token into the Search box of the system you want to use.
Just double-click on the Token
The Promotion Dashboard helps reduce customer effort.
How?
Provides a complete resolution path
Provides a car
Provides the customer with a path to resolve the issue on their own
Provides you with a reference point as you assist customers
Which behavior best fits the TEX Pillar Deepen Their Relationship with T-Mobile?
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.
Personally resolve the customer's issue of first contact.
What is the easiest/most accessible self-help option to customers?
AutoPay
T-Mobile app
T-Mobile Tuesday App
My T-Mobile
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?
Approximately how much of a discount were you expecting?
When did you call about this issue?
Were you alerted that you would receive a discount?
Can you tell me when the promo was supposed to start?
You are working with postpaid accounts. You notice that some of these accounts do not have Social Security numbers associated with them.
What is the best way to verify these accounts in ATLAS?
Enter 0000 as the he last four digits of the Social Security number. There is no need to use OTP.
Use One-Time PIN (OTP) procedures or biometric verification.
Use One-Time PIN (OTP) procedures and enter 0000 as the last four digits of the Social Security number.
Matilda called in and having an issue with her service and you found out it was a Network Issue.
What Adjustment Code would you use to give her a credit?
NETOUT
GDWILL
ISPOUT
BISET
What process should a customer follow when they want to speak with an Expert?
Say representative
Stay on the line for a representative.
Dial *729#
Press 1 to speak with a representative
