15 questions
It refers to the physical areas where Metro by T-Mobile has cell tower networks to provide customers the ability to make and receive calls, send and receive text messages, and use data.
Signal
Coverage
Network
Service
Not all devices are compatible with all networks. For example, non-4G LTE devices cannot use the 4G LTE network.
True
False
Two types of Coverage
Cell Tower
Metro by T-Mobile Coverage
T-Mobile Network
Partner Coverage
Customer has access to limited services: calling and text messages only
Roaming
International
Partner Coverage
T-Mobile Network
If the customer's account is on a high security pin they can still access their my metro app/my account
True
False
My Account Supports:
Refund
Plan and Feature Change
Profile Upgrades
Billing and Service Usage History
Call details can be viewed using my metro app:
True
False
Whenever we have urgent information for agents to read, we will display it at the top of the Page.
News
Resources
Alerts
Updates
Page displays all announcements posted to MetroCare.
Alerts
Notification
Newsletters
Upadates
It contains process support information about Devices, Markets & Stores, Payments, Processes and Procedures, and Services.
Things to know
Newletter
Empower
Alerts
It contains troubleshooting steps and processes to help the customer with their device/service.
Things to know
Empower
Call Assist
Alerts
Metro Chat can help agents with things like:
Tough Billing Questions
Additional Troubleshooting.
Approve Manager Courtesy Credits
Approve Waive Fees outside of the established process and procedures.
It is our internal Social networking site.
Metrocare
Empower
Call Assist
MetroVOICE
Errors displays the count of errors the agent or team has made during the selected period.
True
False
Directly ask the Service Expert if there are any troubleshooting steps outside of m*Power for your customer’s issue.
True
False