Program Description:
The Customer Care Expert program focuses on training the skills needed to become successful Customer Care Experts at T-Mobile. Through the course of the apprenticeship program, participants will complete a series of demonstrated learnings delivered through digital platforms, classroom training,mentoring, and on the job learning. After successful fulfillment of demonstrated learnings of the program, graduates will receive a certificate of completion from the US Department of Labor. Earners of the apprenticeship certificate have successfully demonstrated skills capability as customer service experts
Program Objective:
The objective of this course is to prepare students for a career as a Customer Service Expert.
Learning Outcomes:
- identify and use various business technical skills within a range of occupational settings and customer interaction points.
- define the general field of business including budgeting, finance, accounting, marketing, and business structures
- utilize data sets to map out consumer journeys and relationships with brands;
- articulate how data impacts marketing efforts and larger business concerns;
- evaluate the effectiveness of decision strategies for winning and keeping customers;
- balance ethical guidelines for data capture and usage with the need for operational efficiencies;
- employ customer relationship management tools, to apply business logic to consumer tracking and marketing communications.
- understand, demonstrate, and apply methods involved to support the T-Mobile Customer environment;
- analyze customer challenges and apply marketing principles to identify solutions to meet the customer needs;
- evaluate the symptoms for a specific hardware problem and recommend solutions;
- function effectively as a member or leader of a team engaged in activities appropriate to the task;
- identify and analyze user needs then, recommend, and integrate approved solutions;
- demonstrate and apply knowledge and skill sets acquired from the apprentice courses and workplace simulations to the assigned job function;
- exhibit critical thinking and problem-solving skills by analyzing underlying issue/s and apply to customer challenges;
- recommend ideas to improve work effectiveness and efficiency by analyzing customer requirements then consider and communicate viable options
- synthesize, integrate, and apply practical skills, knowledge, and training learned during the apprentice curriculum;
- apply professional experiences in the work environment that focuses on customer loyalty and long-term customer engagement;
- synthesize a personal philosophy and framework for professional Customer Service;
- articulate the role of the Customer Relationship Technician in influencing the effectiveness of a customer service organization;
- utilize an assessment model to identify customer needs, assets, resources, and opportunities;
- collaborate with other technicians, to expand knowledge of interprofessional roles in the advancement of organizational goals;
- complete a variety of problem-solving tasks involving individuals, groups, and communities;
- evaluate techniques essential to professional practice, inquiry, analysis, assessment, planning and action then apply to the customer
- develop a foundation for designing effective messages, both written and oral, from concept to delivery.
- emphasizes elements of persuasive communication: how to design messages for diverse and possibly resistant audiences, and how to present information in a credible and convincing way.
- practice drafting and editing clear, precise, and readable written business documents.
- develop and deliver presentations using appropriate and effective visual support that presents a persuasive argument that demonstrates relevance and benefits to an audience at different levels of expertise.
- understand and appropriately utilize multiple decision-making and problem solving techniques and models;
- collect, analyze and synthesize data;
- conduct a course of action (COA) analysis;
- demonstrate advanced problem solving and decision-making skills;
- develop course of action analysis in an action plan
- develop an effective sales presentation focused on the needs of the consumer;
- describe, develop, and demonstrate effective sales techniques;
- describe and explain effective sales management behaviors;
- develop and demonstrate competency in professional selling approaches, conversations and presentations, and sales management techniques;
- describe and explain creating value in the buyer-seller relationship, prospecting, sales call planning, communicating the message, negotiating for win-win solutions, and closing the sale
- describe basic operations of computer hardware and software;
- perform basic Operating System operations;
- process information using word processing, spreadsheets, email, and related tools;
- identify types of storage;
- describe the use of files and folders;
- use the Internet and online resources;
- apply security and privacy concepts in all computer activities.
- Troubleshoot and maintain mobile devices.
General Topics:
- T-Mobile Onboarding and Continuous Development
- Foundational Skills
- A Customer is Born
- Verification
- Billing
- Payment Arrangements
- Rate Plans, Services & Features
- Retention
- Revenue
- Device Programs
- Warranty Exchanges
- Supporting Reseller Requests