Notes

415125
https://c2.t-mobile.com/docs/DOC-415797
1. explain a regulatory fee to your customer
The Regulatory Programs & Telco Recovery Fee is not a tax, but a fee collected and retained to recover government compliance costs and charges imposed on T-Mobile by competitors, and other third parties to provide service for our customers. Regulatory Programs fee covers government mandates, programs, and obligations, like E911 or local number portability. Telco Recovery fee includes charges imposed on T-Mobile by other carriers for the delivery of calls from our customers to theirs, and by third parties for certain network facilities and services. Voice lines are billed $3.18 per line every month (Regulatory Programs $0.60, Telco Recovery $2.58). Mobile Internet lines are billed $1.16 per line every month (Regulatory Programs $0.15, Telco Recovery $1.01). All wireless carriers charge these fees.
Exemptions
These fees apply to each line on a Postpaid T-Mobile account, with the exception of the following account types or scenarios.
Government-GSA account subscriber types.
On-demand Mobile Internet plans.
Mobile Internet lines activated prior to January 24, 2016.
No Install or Buyer's Remorse cancellation.
Government liable account types.
BAN RC Waiver is applicable for Government-GSA and certain corporate or non-GSA customers exempt from the fee due to negotiated contracts, practice, or policy.
Customers not receiving the waiver are not eligible to apply for it after initial activation.
Waiver status may only be added if there was an error resulting in it not being added per exemptions or waivers criteria.
Recent changes
As of June 10, 2017, SunCom Wireless customers, who are not on our T-Mobile ONE taxes & fees included plan, are charged the Regulatory Programs & Telco Recovery Fee.
The Telco Recovery Fee increased from $2.71 to $3.18 for voice lines, and from $0.98 to $1.16 for data lines on June 10, 2017.

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2) provide the advicement for a sim card change
Back up any contacts saved to the SIM card using Backup & Restore. Check to determine which SIM card the device requires:
For SIM requirement, see Common Procedures > Tech Specs > Key features.
If the customer is using an iPad Air 2 or an iPad 3 mini and needs to change SIM cards, see Apple SIM.
Provide the cost for replacement SIM replacement guidelines. Review the following information:
Contacts stored on the SIM card will not automatically transfer to the new SIM, they need to be backed up.
Voicemail and downloaded Visual Voicemail will be deleted if the SIM changes. See Protect and save voicemails for more information.
Advise customers, "SIM cards ordered through Customer Care are shipped free of charge. However, you can purchase expedited shipping to get it faster." Use Accessory & SIM card orders: QuikView to complete the order.

Retail
For inventory information, see Handling Inventory. To replace a SIM card in store, follow these steps:
Back up any contacts saved to the SIM card using Backup & Restore.
Check to determine which SIM card the device requires:
For SIM requirement, see Common Procedures > Tech Specs > Key features.
If customers are using an iPad Air 2 or an iPad 3 mini and needs to change SIM cards, see Apple SIM.
Provide the cost for replacement. You must complete a Reset SIM in the Grand Central toolbox before a replacement can be issued.
Review the following information:
If the phone is on a call, the call will drop when the SIM change is submitted.
Contacts stored on the SIM card will not automatically transfer to the new SIM, they need to be backed up.
Voicemail and downloaded Visual Voicemail will be deleted if the SIM changes. See Protect and save voicemails for more information.
While most changes occur within minutes, it may take up to 2 hours for the new SIM to activate. Turn off the device and turn it back on during the two-hour time frame until a ‘Welcome to T-Mobile’ text message is received.
Log in to QuikView (QV) and verify customers.
Click the Pencil icon next to SIM Number.
Choose a radio button to indicate reason for SIM change, then click Continue.
Choose Bring Your Own SIM if customers do not need to purchase a SIM.
Use SIM cards that are included in device boxes when customers purchase the device for an Activation or Upgrade.
Scan or enter the new SIM number and SIM SKU, then click Continue to validate the SIM.
QV will automatically hand off to POS with the SIM card already in the cart at the correct price.
Ring out the SIM in the POS, you will be automatically handed back to QV when complete.
Click Done in QV to complete the SIM change.
Self-Services
Change SIM on My T-Mobile for postpaid consumers
SIM changes on My T-Mobile have been turned off for additional testing and review. Please assist customers over the phone, through chat, or in-store.
Purchase for postpaid
Only SIM Starter Kits can be purchased online. To purchase other types of SIM cards, use QuikView.
Purchase for Prepaid Legacy
Go to http://prepaid-phones.t-mobile.com/.
Highlight SHOP, and click BRING YOUR OWN DEVICE.
Choose to Buy a Phone SIM or Buy a Tablet SIM.
Click BUY NOW > CONTINUE TO CHECKOUT.
Review your items, enter any promo codes, and click CHECKOUT.
Fill out your account and shipping details, then click NEXT STEP.
Fill out payment details, review the Terms and Conditions, then click PLACE ORDER. The order confirmation will be provided once payment has been approved.
SIM changed on the wrong MSISDN
Coaches should complete the Solution Center steps outside of Solution Center HOOP.
Confirm there is a recent SIM card change on the MSISDN(s) in question and ask the customer what SIMs should be on which MSISDNs.
Transfer to your local Solution Center.
Solution Center Specialist only, follow these steps:
Verify the account, if you cannot verify the account with the Billing Responsible Party (BRP) or Authorized User (AU), then do not proceed.
Access a Virtual SIM card from your inventory and do a SIM change on the MSISDN that got the wrong SIM Card. You can bypass the One-Time PIN.
Complete a SIM Reuse in Grand Central for the SIM card you just deactivated.
Change the SIM card back to the old SIM card.
Repeat the process of reusing the Virtual SIMs until you have made all of the corrections on the account.
If speaking to the Billing Responsible Party:
Offer to set up or change the Customer PIN/Passcode for their account if speaking to the BRP.
Offer to add the Port Validation feature.
Resolve all other account issues and offer compensation, if requested.

3.what are the two most important things to aim on your calls?
Customer Experience and Resolution
4. when do you warm transfer a call? When the call is about business activation and advanced technical troubleshooting. Spanish rep. Escalated calls.
5. give me a " dont call back statement" after a billing call.
In addition to explaing your bill, Is there anything else I can help you with? If that is all, this is Michael. thank you for choosing TMOBILE and have a great week.
In addition to changing your sim card, is there anything else I can help you with? If that is all, this is Michael. thank you for choosing TMOBILE and have a great week.
Assurance and Help Statement for a troubleshooting call
No worries . you have reach the right person. I can help you with fixing your phone so you can make calls again to your family and friends.
No worries . you have reach the right person. I can help you with reviewing your bill and explaining it to you so you can go on with your business.
Rest assured you got an expert.
Customer calling in about bill - give 3 probing questions
Is your bill higher than your last bill?
Did you make any recent change in your plan?
Did you authorize any recent change in your plan?
Recap and don't call back statement for same call.
In addition to explaing your bill, Is there anything else I can help you with? If that is all, this is Michael. thank you for choosing TMOBILE and have a great week.
In addition to fixing your phone, is there anything else I can help you with? If that is all, I have sent you an email with the basic troubleshooiting steps we have done today just in case you encounter the same issues in the future. My name is Michael. thank you for choosing TMOBILE and have a great week.


Customer lost his/her phone. Give acknowledgement statement about customer effort
I'm sorry to hear yo've lost your phone but thanks for the heads up..
but thanks for letting us know.
Customer has billing questions. How you would visually audit the account?

I would check if the account has balance or past due balance. I will also check the account history and the notations to check if there were previous change in the account.
I dont wanna take to much of your time, since we have successfully discussed your bill just a quick reminder you can always print & view bill at T-Mobile app or My T-Mobile. i'll also send you a personal guarantee & the assurance that we have successfully resolved your query about your bill. Is there anything else I can help you with?
Can I ask you just one quick favor?
Please enjoy the rest of your day and take good care of yourself.
I want to add an auth user in the account. How will I do that?
Verify the account with BRP and process request of the customer.
Business Care steps to add Authorized Users to Business & Gov. accounts
Do not add an Authorized User and change a SIM in the same transaction outside of retail stores.
Calls from verified Authorized Users
Confirm new Authorized User is at least 18 years old (21 in Puerto Rico).
Inform that when contacting Care, new Authorized Users must provide the mobile or account number and the account Customer PIN/Passcode.
Read the following script: Once an Authorized User is verified, they have full access to the account and the ability to make changes such as adding additional lines, adding or removing features, changing rate plans, upgrading handsets with or without an Equipment Installment Plan, and suspending lines service or accounts. These changes may create additional monthly reoccurring charges and one-time fees.
Send a One Time PIN to confirm the Authorized user, once validated, proceed with the update.
Exception: For customers who cannot receive a One Time Pin the request to update Authorized users can be emailed from an authorized email address.
Provide the email address for your team (ex: Dedicated Care, Large Business TEX).
Advise the customer they will receive a response once processed confirming the update.
Add the Authorized User in QuikView or Samson (add line 2 user) and confirm the name is spelled correctly. If Authorized User field is full, use Special Instructions.
Calls from sales reps
Sales reps can send an email to Business Care with the original request from the Authorized User attached.
Accounts with existing Authorized Users must submit their request to Business Care Offline.
Callers who aren't existing Authorized Users
If available, pass the phone to an existing Authorized User for verification. If not, follow steps below. If no existing Authorized User on the account, follow these steps.
Place the caller on hold, then call the existing Authorized User's mobile or Can Be Reached (CBR) number. NEVER conference the caller and Authorized User until Authorized User approves.
Provide your first name and that you're with T-Mobile, then advise that the call may be monitored for quality.
Explain the reason for the call and the caller's name who is seeking account access.
If existing Authorized User wishes to add the caller as a new Authorized User, follow steps above for verified Authorized Users.
Thank and end the call with the existing Authorized User, then continue the call and request with the original caller.
Remove Authorized Users
Confirm that you're speaking with the BRP (or Authorized User for Business accounts).
Remove the Authorized User in Samson or QuikView.
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I am on a billing current plan and I want to change my plan. Do we future date or back date?
Plan changes
MBB international plans cannot be backdated.
Bill current accounts, always future date plan changes except for the following reasons.
Adding on a voice line.
To correct a T-Mobile error.
Backdating for any other reason requires coach or senior approval.
Activations, Business Care, Closed Loop, Retention, Customer Resolution Team, and Special Account Care are exempt from these requirements.
Bill arrears accounts, always backdate. Activations, Business Care, Closed Loop, Retention, Customer Resolution Team, and Special Account Care are exempt from these requirements
Never backdate plan changes when resuming a subscriber from cancellation, mobile number change, or BAN to BAN move.
Same day rate plan changes are not allowed.

My text messaging is not going thru. Give probing questions.
What error message you are seeing?
bill random charge customer has not seen before.
Did you make a recent change in your plan?






415794
415793
415792?