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Trainer

Published
Competency-Based Apprenticeship
Sponsoring Company:
T-Mobile Corporation
O*Net Code
13-1151.00
Rapids Code
2042CB
Req. Hours
0
State
DC
Created
Jun 02, 2021
Updated
Jun 02, 2021

Competency-Based Skills

21 skill sets | 21 total skills
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

Technical Instruction

Foundational Skills - 32 req. hrs
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 - 2 req. hrs
The overall customer experience journey
Customer effort
Journey to resolution
Verification - 17 req. hrs
TFB Verification expectations
Steps to verify the account correctly
Understanding PINs & Passcodes
SIM cards & Fraud
Billing - 35 req. hrs
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 - 16 req. hrs
Payments
Payment Arrangements
Additional information about Credits & Adjustments
Account suspension statuses
Rate Plans, Services & Features - 24 req. hrs
Rate Plans
Features
Promotions
Billing for Rate Plans
Specific types of offers (e.g., - Smarshed, Roambee, T-Mobile Tuesday)
Business Rate Plans
Retention - 18 req. hrs
De-escalating situations / Escalation Handling
Retention offers
Saving Customers
Difficult customer scenarios
Revenue - 11 req. hrs
Art of Creating Value (Understanding products and services)
Positioning of products and services (Family Mode & T-Mobile Money)
Device Programs - 16 req. hrs
T-Mobile’s product Line – devices
Troubleshooting
Device Set-up
Upgrades
Value Added Services
Warranty Exchanges - 14 req. hrs
Warranty exchanges
Insurance Claims
Troubleshooting warranties
Insurance versus Upgrades
Supporting Reseller Requests - 10 req. hrs
Introduction to Indirect
Supporting Reseller Requests
Grand Central Account Checks
Facilitator Development Course - 25 req. hrs
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 - 12 req. hrs
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 - 12 req. hrs
Lab preparation
Facilitation
Coaching in the lab
Lab to production transition support
Lab success criteria
Lab operations

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