W2_D4_Knowledge Assessment Upskilling
Authored by REDGE _
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Professional Development
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10 questions
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1.
MULTIPLE SELECT QUESTION
1 min • 1 pt
Which of the following are steps to the Troubleshooting Process for Atlas Troubleshooting or Grand Central Production (based on segment)?
Ask questions
Locate a solution
Resolve the issue & test your solution
Educate and close
Partner with your leaders
2.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Select the Situation Questions from the examples below:
Choose all that apply
Do you get any error messages?
What were you doing with the device when this started happening?
How long has this been occurring?
When did you first notice?
3.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Select the Duration Questions from the examples below
How long has this been occurring?
How did this happen?
Does it happen everywhere?
When did you first notice?
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Select the examples of Location Questions below
Do you get any error messages?
Where do you normally experience these issues?
Are you inside or outside?
Do you see 3G, 4G, or LTE on your screen?
5.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
How do you get full functionality to work in Atlas Troubleshooting or Grand Central Production (based on segment)?
Verify the account in ATLAS
Ask the customer to call us from a retail location
Ask the customer to call us from a different device
Verify the customer is using the MyT-Mobile App
6.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Learnings and realizing the steps on winning our customer can help us, not only to win the call by resolving the issue, but also? select all that applies.
To successfully repair their relationship
Gain their trust back to T-Mobile.
To have their issue resolve.
All of the above
7.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
When the customer mentioned that "I spent too much time just to deal this issue and the resolution is still nowhere" what kind of escalted customer are they ?
Stay Longer
Customer Happiness
High Effort
Deepening Relationship
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