Rate Plan or Plan Fit Analysis
"I haven't received my pay check. I don't think I will able to pay my bill this month."
Acknowledgement Statement
Empathy Statement (if necessary)
Assurance of help
"Thank you for letting us know about your situation. Let's get in to your account and see what options we have for you. Ok?"
This C2 article will give me an idea to understand how to troubleshoot when customers have service or device issues.
Troubleshooting Process
C2 > Account > Call Handling > Troubleshooting process
What's the difference between FMV and RDC?
Answer:
FMV / Trade in Credit: One time credit
RDC: Monthly credit
Travis is asking why he’s seeing $57.61 extra charges on his bill. Can you explain to him what happened?
Sarah is calling to cancel her Home Internet line. You tried to save the line but the customer is adamant to cancel the line as she found another carrier offers better price/value. What type of cancelation are you going to use?
A. Process a future dated cancellation use BILLPROB cancel code
B. Process a same day cancel and use HPRI as cancel code
Answer:
B. Process a same day cancel and use HPRI as cancel code
https://c2.t-mobile.com/home-internet/cancel-t-mobile-home-internet
Process a same day cancel and use HPRI as cancel code
"I have no signal bar right now. I have an important call in an hour, how am I supposed to do my job without a service?"
Acknowledgement Statement
Empathy Statement (if necessary)
Assurance of help
"it must be a very important call and I can't work without my service too. Allow me to pull up your account and see the best way to have your service restored."
Tell me the Fix Flow!
Gena, a new T-Mobile customer is complaining because she's experiencing internet connection issues. You asked S-D-L questions and here's what you found out:
S: The Internet is too slow. It take 1-2 minutes for a web page to load
D: Issue started 2 hours ago
L: Inside her house, specifically in her living room
Answer:
Fix flow > Data > Slow Internet
Steve would like to know more about our AAA offers. He mentioned that he is a Premium member and he would like to take advantage of the offer. He asked if T-Mobile would cover his current membership.
- Customers can choose the AAA Plus or Premium membership, but T-Mobile will only cover the cost of the AAA Basic/Classic membership.
- Customers will pay the difference between the membership cost. See website for additional details.
- If customers change to a Plus or Premium membership after enrolling in the offer, they will pay any fees and the difference in cost for the upgrade in membership.
Page ID: 5680c - A Year of AAA ON US!
Khalya’s monthly bill is just $211.19. Now she’s surprised why it’s so high. Can you help her understand what happened?
C2 Utilization
Steve is calling in because he wanted to opt out from the current rate plan migration that T-Mobile is currently doing. Upon checking the account, you found out that his current plan is Simple Everything with SOC SIMPEV2. What are the possible C2 documents you are going to pull up to help him?
Answers:
1. Magenta Complete Plan - https://c2.t-mobile.com/plans-features/magenta-complete-plans
2. One Stop Shop: Rate Plan Migration - https://c2.t-mobile.com/plans-features/oss-plan-migrations
Note: Customer is not affected by this RP Migration since he's a Magenta Complete customer under a Magenta Complete Plan
"All my calls are getting disconnected for about a week now. I'm done! I'm dropping you guys."
Acknowledgement Statement
Empathy Statement (if necessary)
Assurance of help
"Oh no! that's completely unacceptable and I hate seeing our customers leave because of this. Allow me to review your account and identify the best way to resolve this to make sure you will stay with us"
Customer called in about a month to month lease charge they shouldn't be paying since they paid it off before leaving Sprint. What tool should we pull up to check the historical information about the device?
ATLAS > Toolbox > Doc Retrieval
Jade Smiley traded in her iPhone 12 pro max with $250 FMV and got her iPhone 14 pro max
for $1000 based on the promotion. How much credit will the customer get for 24 months ?
A.$30.25
B.$31.25
Answer:
$31.25
1000-250= 750
750/24= 31.25
Argentina is disputing the late payment fee that was added on her May bill. What are the C2 documents that you need to use to help her? How are you going to resolve the issue?
“Finally! It took forever for someone to pick up…”
Acknowledgement Statement
Transition Statement
“I’m sorry to hear that. Let me do my best to resolve your inquiry right away. How may I help you today?”
"I shouldn't be paying for this phone. You guys promise me that this will be for free. Why am I being charged for it now?"
Acknowledgement Statement
Empathy Statement (if necessary)
Assurance of Help
"It must be frustrating to pay for a phone that is supposed to be free! and I love free phone too! Let me go ahead and see why this is happening on your Bill"
Ms. Smith is calling about a notification they've received that they'll be charged for $100. You checked the bill and the $100 isn't there. Which part of ATLAS and/or Samson should we check the charge?
ATLAS > Billing Dashboard > Checkbook > Pending
Samson > Bill > Pending Charges & Credits
Sarah is complaining because she's not receiving the RDC that she's supposed to get even though 2 billing cycles have passed. Upon doing your visual audit, you noticed the following:
Promised Promo: Apple: $730 off with New Voice Line and Trade P475
Purchased Device: iPhone 13 128GB
AAL: Yes
Trade In Device: iPhone XS Max
Rate Plan: Value Essentials - TMESNTL2P
Port in: None
Given that the customer purchased the device within the promo window, what is the possible reason why the customer is not receiving the RDC?
A. Customer's plan is Value Essentials which makes her ineligible for the promo
B. Customer's Trade in Device is not eligible
Answer:
Customer's plan is Value Essentials which is makes her ineligible for the promo
https://c2.t-mobile.com/offers/2f3b5
Joseph, T-Mobile customer for 8 years.
After asking probing questions, you found out that Joseph’s daughter accidentally dialed an international number. He’s now asking you about the specific call details.
What are the C2 documents you’re going to use to help him?
How are you going to position your resolution
Visual Audit Skills
Mae called in because she saw on a Facebook post that T-Mobile will forcely migrate the customer's plan to an expensive plan and she wants to make sure that her account won't be impacted. What are the things that you need to check on her account?
Current Plan, Memo History, Future PP
"This is unacceptable! This is my nth time calling you guys about this. Why am I being charged $400 this month? You better fix this or I’ll cancel my service!"
Acknowledgement Statement
Empathy Statement (if necessary)
Assurance of Help
"We apologize if you had to call us about his multiple times but I still want to thank you for giving us a chance to work things out. Let me pull up your account and see what's going on."
Tell me the Fix Flow!
Jo is calling in because her T-Mobile Home Internet is not working properly. Upon asking S-D-L questions, you uncovered the following:
*No signal or no data on the gateway
*Download speeds below 25 Mbps (T-Mobile Speed Test)
*Signal and connection to the T-Mobile network drops intermittently
*Issue started 2 hours ago
What FIX Flow you should use?
Fix Flow > T-Mobile Home Internet > Speed test tool results
BELOW 25Mbps: T-Mobile Network data speeds, signal, and registration issues
Matthew called in because he was wondering why his credits for the Trade in promotion he took advantage for an Iphone 14 Pro Max was still not reflecting on his bill. Two billing cycle passed. We found out that the customer used a different return label. If the device was successfully received, how many days Assurant will assess the device?
A. 14 days
B. 16 days
Answer:
A. 14 days
https://c2.t-mobile.com/offers/promotional-credit-issue-handling#process1
Under missing trade-in > Different Return Label Used rather than the original RMA label that was generate for promotion enrollment to happen > 3rd bullet
Edward, a T-Mobile customer for 2 months is asking you to remove the one time charges that he’s seeing on his bill. He told you that he’s not aware that his 9 year-old kid downloaded a third-party app and he never authorized it.
How are you going to help him?
What are the C2 documents that you will use?
Marlon called in because his device was stolen from his door/porch. What C2 document can help you to better assist him?
Answer:
Problems with a device order > Order never received (ONR) / different order received
https://c2.t-mobile.com/device-programs/problems-with-a-device-order#onr