Retention LOC it in

Which personality type is more likely to be looking for an explanation of steps that will be taken to resolve an issue?

• Feeler

• Thinker

• Controller

• Entertainer

"I have been a T-Mobile customer for six years now and I don't want to just be an account number."

Which personality type is this customer demonstrating?

• Controller

• Feeler

• Entertainer

• Thinker

"I'm so scatter-brained, this is probably my fault, but I don't think anybody explained what my bill would be."

Which personality type is this customer demonstrating?

• Entertainer

• Feeler

• Controller

• Thinker

When handling angry or difficult contacts, which of the following should you do?

• Switch your focus to the customer's emotional needs.

• Sincerely apologize to the customer.

• Acknowledge the impact of difficult interactions.

Regarding personality types, which of the following are correct?

• Most people have more than one.

• They are affected by internal factors.

• They are fixed and unchanging.

• They are unaffected by external factors.

• Different types require the same amount of time for conversations.

Which of these could be red-flags that may indicate issues in progress?

• Scheduled follow-ups

• EIP balance

• Special Instructions

• Pending adjustments

After canceling their account, how long does a customer have to resume their account before they must get a new SIM card?

• 90 days

• 30 days

• 12 months

• 60 days

John has been paying for Hugh's line, but today the line was moved to a new account in Hugh's name. In the existing account the line had Device Protection.

How long does Hugh have to move the Device Protection to the new account?

• 60 days

• 7 days

• 30 days

• 48 hours