Week 2 Assestment

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.