REVIEW 1

Doing it the right way: The following are vital to Business Code of Conduct except 1

• We Demonstrate Integrity 24/7.

• Doing ALL the Action Plan based on the mandate of the Leaders

• We do the right thing even when nobody is watching.

• Our business decisions are based on business factors, NOT PERSONAL INTEREST .

Which among the following statement is incorrect?

• Apply credits when warranted. We want you to feel

  empowered to make the right business decision for our

  Customers and T-Mobile.

• Do make call back attempt when call is disconnected, and

  Customer has been verified.

• When applying credits and adjustments partner with your

  leadership when warranted.

• make OBCs asking the Customer to complete the

  survey or asking how they would rate their experience with

  you or a direct report.

The key to using Gen AI is writing specific prompts for it.

As you create your prompts:

Treat your Gen AI input prompts like you're working with someone.

"What is" and "How to" are helpful ways to start.

Answers will generate based on your prompts.

Which among the following statement is not ideal when using Gen AI

• What resources are available for me to grow my career at T-Mobile?

• In a table, compare the features of the iPhone 14 to the iPhone 15.

• Explain a prorated bill.

• Give me a recap of the Talking with Trailblazers program.

CPNI and PII is considered “T-Mobile Restricted” information, according to T-Mobile’s Information Classification Standard (TISS-310) . Per this policy, T-Mobile Restricted information must be controlled at all times and made available only to users with a business need-to-know. Disclosing or mishandling this information may severely harm T-Mobile and others.

What are the information should NEVER be released to the customer?

• The last four digits may be provided on verified accounts.

• Last date/time of device use

• Call/data detail: phone numbers, dates/times, city/country of calls/texts (Exception: Country called allowed for flagged high roaming or international dialing usa

• Billing/shipping address & any other addresses on account (partial or full)

Which among the following is not appropriate when the customer asks for a Supervisor or American representative?

• reassure the customer that all Care Experts and CSRs, including yourself, are trained to resolve their concern and provide excellent customer service. Be confident in your training and ability.

• own every call in the site / community where the call was answered.

• transfer to Sup right away or transfer to American queue.

• let the customer know that we are a diverse company with Experts and CSRs from a variety of backgrounds committed to resolving the reason for the call.

When should we schedule a follow-up?

• Completing sales of features, plans, or add-on activation unless specifically directed by policy

• Proactively offering to call customers back if their calls drop while you’re talking to them – This makes it sound like our network is full of dropped calls

• Additional research is required to resolve missing credits, billing problems, or device returns

• scheduling a follow up for later to avoid a cancellation request and just to keep your FCR high

PAYMENT ARRANGEMENT: Select all that's applicable.

• Payment Arrangements

  are prompted to 20/80 in

  Atlas and 50/50 in

  Samson. A 50/50 PA

  ensures that it is easier

  for customers to pay the

  2nd installment and

  further helps to prevent

  requests for PA deletes!

• Assume BIF

  and Ask for

  full payment.

• If the customer is a candidate for PA, Split

  into the highest possible 1st installment

  and then move to a 50/50 split.

• Avoid Mentioning 20%

  minimum

Select all that's true.

• ECP stands for Electronic Check Payment. It is a method of payment where funds are electronically transferred from the checking account of the customer to the recipient. In the context of T-Mobile, ECPs are used for customer payments and will be processed within 24-48 hours.

• A debit card or bank account is required to qualify for the AutoPay discount on eligible rate plans. Customers can still use a credit card for AutoPay, but they would not receive the AutoPay discount.

• ECP Payments has no 24 to 48 hours grace period.

• Customers must make AutoPay changes or updates 3 days or more from the bill due date to take effect the same cycle close date. Customers must make a 1-time payment if AutoPay changes are made less than 3 days before the bill due date, because those changes won’t take effect until the next bill cycle.

Payment Arrangements: Which is not a valid reason for deleting PA?

• Customer was issued a balance impacting adjustment after the PA was set up

• Customer made an error and calls within 24 hours to explain that the PA was set for the wrong date.

• Customer states that T-Mobile made an error... If the memos support the customer's complaint that T-Mobile made an error, and it is within 72 hours of the original arrangement or longer.

• If the customer's account is current with no past due balance and has an active PA, work with your leadership to delete PA prior to making account changes.

Which is not true for SUSPEND and RESTORE Scenario?

• Service may take up to 2 hours to be fully restored. If service is not restored after 2 hours, they should turn the device off and then back on (power cycle), and they may receive an over-the-air message to add self-help codes to their phone book.

• At least 1 line can be restored from the account with multiple lines, when the customer can pay at least 50% of minimum balance, so the authorized caller can call the BRP to pay the remaining balance to restore the entire account.

• payment for the past due balance and $20 restoration fee plus applicable taxes per line to restore service should be collected to restore the service

• Account will restore automatically after customer brings account current with a payment or secures a PA.