Trainer

T-Mobile Corporation

National (OA)

Documents

Individual state requirements may vary. Please contact your local apprenticeship office to ensure this version is suitable to your state’s requirements.

Work Process Schedule

Work Process Content

On the Job Training

Anonymous

Conduct new hire and continuing education curriculum to front line apprentices.

Perform the role of a classroom facilitator, coach and supervisor.

Educate and develop apprentices in customer service and sales, knowledge of products, features, services, policies and procedures, multi-system navigation, and T-Mobile culture

Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials

Attend meetings or seminars to obtain information for use in training programs or to inform management of training program status.

Monitor, evaluate, or record training activities or program effectiveness.

Perform proficiently in Office suite software, Electronic mail software, Customer relationship management CRM software, Desktop publishing software

Utilize knowledge of principles and methods for teaching and instruction for individuals and groups, and the measurement of training effects.

Utilize knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

Identify and demonstrate understanding of why individuals react as they do.

Communicate information and ideas in speaking so others will understand. Listen to and understand information and ideas presented through spoken words and sentences.

Identify the educational needs of others, develop formal educational or training programs or classes, and teach or instruct others.

Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Update technical knowledge on T-Mobile plan and device offerings and apply new knowledge to your job

Interpret the meaning of information for others by translating or explaining what information means and how it can be used. Answer questions, educate to call handling guidelines and role model behaviors that align with T-Mobile customer service expectations and culture

Read and understand information and ideas presented in writing. Communicate information and ideas in writing so others will understand.

Apply general rules to specific problems to produce answers that make sense.

Establish and maintain reciprocal relationships across local teams

Coach and develop others for the long term

Delegate and hold others accountable for results

Create impact through personal confidence, expertise and influence

Related Instruction Outline

Related Instruction Content

Training Provider(s):

260

RI hours

T-Mobile Onboarding and Continuous Development

• Getting to know Team of Experts (TEX) – Meeting with your coach & Manager • Getting to know TEX – Senior Expert Mentoring • Getting to Know TEX Transition Expectations • Be the Force • Understanding the TEX Branding • Getting to know your TEX Market • Diversity & Inclusion • Training Experience Activities • Initial New Hire paperwork • HR Courses • Flex Time (instructor topic review)

Foundational Skills

• Introduction to Metrics • Introduction to Systems & Tools, resources • Understanding Business Customer Segments • Understanding the In-Store Experience • The Account Hub • Call Quality Basics • Path to Resolution

A Customer is Born

• The overall customer experience journey • Customer effort • Journey to resolution

Verification

• TFB Verification expectations • Steps to verify the account correctly • Understanding PINs & Passcodes • SIM cards & Fraud

Billing

• Billing Methods • Discounts & Credits • Billed Charges & Recalculation process • Understanding the Billing systems (Samson, Atlas, etc.) • Bill Recalculations • Understanding Bill Cycles • Credits, Adjustments & Negotiation Skills • Troubleshooting Promotions • High Balance Accounts

Payment Arrangements

• Payments • Payment Arrangements • Additional information about Credits & Adjustments • Account suspension statuses

Rate Plans, Services & Features

• Rate Plans • Features • Promotions • Billing for Rate Plans • Specific types of offers (e.g., - Smarshed, Roambee, T-Mobile Tuesday) • Business Rate Plans

Retention

• De-escalating situations / Escalation Handling • Retention offers • Saving Customers • Difficult customer scenarios

Revenue

• Art of Creating Value (Understanding products and services) • Positioning of products and services (Family Mode & T-Mobile Money)

Device Programs

• T-Mobile’s product Line – devices • Troubleshooting • Device Set-up • Upgrades • Value Added Services

Warranty Exchanges

• Warranty exchanges • Insurance Claims • Troubleshooting warranties • Insurance versus Upgrades

Supporting Reseller Requests

• Introduction to Indirect • Supporting Reseller Requests • Grand Central Account Checks

Facilitator Development Course

• Identify learning styles in classroom and different delivery skills • Model the skills required for the delivery approach, including the fluency learning process needed to successfully lead any new hire curriculum • Guide and influence learners using relevant briefings and help them take ownership of the learning.

Technical Foundations for Facilitators

• Foundational information for the technologies key to the trainer job function • Facilitator role and responsibility • Thrive training • T-Mobile Learning Management System training • Kronos Training

Lab Facilitation Series

• Lab preparation • Facilitation • Coaching in the lab • Lab to production transition support • Lab success criteria • Lab operations

Instructors as Leaders

• Management Essentials • Handling Escalations • Employee Lifecycle Management • Classroom Management

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