Retention (And Other Stuff)

Retention

100

This is the first step in our Save Guidelines.

What is HEAR-ing the customer out?

200

This is looking for events, attributes or clues in a customer's account that indicate a likelihood they will want to deactivate.

What is Proactive Retention?

300

You will use this reason code when cancelling a line due to the customer moving out of T-Mobile area.

What is FACM?

400

These are the reasons allowed for a same day cancellation.

What is Military, No install, Buyer’s remorse, T-Mobile error, and for Deceased BRP account requests customers. 

500

This is the reason code you will use when cancelling HSI for Poor Network Coverage.

What is HNET?

Accounts

100

This is the amount of the restocking fee for a Tier 2 device.

What is $40?

200

This policy helps with a Mobile Device Unlock.

What is MDU: Mobile Device Unlock requests?

300

True or False. T-Mobile can't unlock devices that are purchased directly through the manufacturer.

What is False?

400

This is the form you will use when dealing with a Deceased BRP request.

What is the Deceased BRP request form?

500

This is the email that you will use when a customer provides you a bankruptcy case number.

What is [e-mail]?

Billing

100

This is the length of the buyers remorse period for in-store.

What is 14 days?

200

The is how customers are billed if they port a line in the middle of their cycle.

What is the remaining of their cycle?

300

This is how the customer is billed for remaining equipment if only 1 line on the account is cancelled.

What is still monthly payments?

400

This is how long a customer has to return their HSI device before being assessed a NRF.

What is 45 days?

500

True or false, as long as the customer pays off a Write-Off account, they can resume it.

What is False?

Promos

100

True or False, a customer cannot cancel a line that was required to get a promo and still get the promotion.

What is True?

200

This is the length of time that a customer must maintain the same number of lines that were on an account when they enrolled in a free line promo.

What is 1 year?

300

This is the promo code for the promotion to get HSI for $30 with 2+ lines on MAX.

What is SP007/OR16167?

400

CARE will use this tool when looking into the status of a rebate for a customer.

What is the T-Mobile Promo Tool?

500

True or False: A customer will lose their free device credits if they pay the device off early and port out.

What is True?

Misc.

100

This is the fear of long words.

What is Hippopotomostrosesquippedaliophobia?

200

This sport has been played on the moon.

What is golf?

300

This word is spelled with the same number of words as its value.

What is Four?

400

This is Kirsten's favorite animal.

What are cows (large dogs)?

500

True or False: Water enhancers are not water.

True