Billing BM

You are helping a customer make a payment.

How can you deepen the customer's relationship with T-Mobile?

• Prevent the customer's future contact by recommending self-help

• Set clear expectations of what will happen

• Complete a thorough recap and closing by saying thank you

Eliot needs to return a device, and also needs your help with issues on two previous device returns.

You can access the Help with Previous Returns flows in Return it Right, and you also have the Device Return Status tool in Grand Central.

What should you do to help this customer

• Go to the UPS website for the shipping label, then use C2 to resolve the previous return issues.

• Use Return It Right for the new return and resolving the two previous return issues.

• Go to the UPS website for the shipping label, then use C2 to resolve the previous return issues.

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?

• Can you tell me when the promo was supposed to start?

• Were you alerted that you would receive a discount?

• Approximately how much of a discount were you expecting?

Devo's customer states they never got the rebate they submitted more than 2 months ago. Devo investigates using the Promo Tool and notices that the customer's submission was approved 3 weeks ago, which means they should have received their payment by now.

What should Devo do to resolve the issue?

• Re-issue the payment to the customer.

• Check for any other alerts on the account using the Promo Tool.

• Engage your leadership to have the card reissued.

The Promotion Dashboard helps reduce customer effort.

How?

• Provides a complete resolution path

• Provides the customer with a path to resolve the issue on their own

• Provides you with a reference point as you assist customers

The Promo Dashboard currently shows what?

• Service promotions after February 2018 starting with the 2018 Add One Line Get One Line offer

• EIP loans

• On Demand Leases

After changing her plan in the middle of a billing cycle, Debbie reached out because according to her own calculation, her total charge is wrong. We then explained all of the charges on her bill in detail.

Which of the following are likely outcomes of this approach?

• The customer feels disrespected as we did not take time to clarify her questions.

• Time is wasted explaining things to the customer that they did not ask about.

• Explaining billing issues that are not the reason she reached out to us gives her more confidence.

What is the recalculation amount that will be added to other charges in the September 7th bill?

• $205

• $25

• $0

The customer expected a bill of $305 and wants to know why it is $330.

What should you say to resolve the root cause for this customer’s query?

• "It would be most helpful for you to visit a retail location to receive an explanation of your bill."

• "It appears that your payment on August 20 was for an incorrect amount."

• "If you change your plan during a bill cycle, the changes are reflected on the next bill."

What is the balance on the customer’s account after the customer pays on December 17th?

• $25

• $305

• $0

• $330