T-Mobile Credit and Adjustment Training Flashcards

Flashcards based on a lecture regarding in-store credit negotiation, customer service communication strategies, and scenario-based roleplay at T-Mobile.

What three factors should you present to a leader when proposing an in-store credit?

The reason for the credit, whether it was a T-Mobile error, and if you have already tried to negotiate a credit amount.

According to the Miss Johnson example, what is the expected timeframe for a credit to post to a customer's account?

Within 24 hours.

Why must a lead be involved in every credit or adjustment given in-store?

Stores have specific limits for the amount of adjustments they can give per month, and leaders must report on and justify these adjustments to senior management.

What strategy should be used when a customer makes a request that is outside of policy?

Identify if the customer is a credit abuser by checking memos for recent calls to care or visits to other stores, and then present facts (not feelings) to a leader for an informed decision.

In the scenario of the stolen phone, what were the specific details of the customer's Magenta military plan?

One line, total MRC of $101$, on autopay, five-year tenure, with $671$ in previous credits and almost $6,000$ in payment history.

What is the instructor's 'can't with a can' philosophy?

Whenever you must tell a customer you 'can't' do something, always follow up with what you 'can' do to avoid escalating the situation.

What is a significant benefit of the P360 protection plan mentioned in the transcript?

Unlimited screen protector replacements.

In Scenario 2, why was the customer unable to set up a payment arrangement without paying $108.52$?

Because the payment was over 31 days past due.

According to the transcript, what should be the first action taken when seeing a customer on a military plan?

Thanking them for their service.

What specific word does the instructor avoid because it has a 'negative connotation' and likely triggers customer frustration?

'Unfortunate.'

What are two alternative solutions offered for a customer who is frequently late on payments besides giving a credit?

Setting up autopay and adjusting the bill due date to align with their pay schedule.

What is the name of the company that T-Mobile currently partners with for insurance claims?

Assurant.

Why is it important to have an upset customer sit down in the store?

It 'takes them off the edge' and makes them more comfortable while you research their account.