Trainer

Competency-Based Apprenticeship
Sponsoring Company:
T-Mobile Corporation
O*Net Code
13-1151.00
Rapids Code
2042CB
Req. Hours
0
State
DC
Created
Apr 04, 2021
Updated
Apr 04, 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
Introduction to Metrics
# | 32 hrs
Introduction to Systems & Tools, resources
# | 32 hrs
Understanding Business Customer Segments
# | 32 hrs
Understanding the In-Store Experience
# | 32 hrs
The Account Hub
# | 32 hrs
Call Quality Basics
# | 32 hrs
Path to Resolution
# | 32 hrs
A Customer is Born
The overall customer experience journey
# | 2 hrs
Customer effort
# | 2 hrs
Journey to resolution
# | 2 hrs
Verification
TFB Verification expectations
# | 17 hrs
Steps to verify the account correctly
# | 17 hrs
Understanding PINs & Passcodes
# | 17 hrs
SIM cards & Fraud
# | 17 hrs
Billing
Billing Methods
# | 35 hrs
Discounts & Credits
# | 35 hrs
Billed Charges & Recalculation process
# | 35 hrs
Understanding the Billing systems (Samson, Atlas, etc.)
# | 35 hrs
Bill Recalculations
# | 35 hrs
Understanding Bill Cycles
# | 35 hrs
Credits, Adjustments & Negotiation Skills
# | 35 hrs
Troubleshooting Promotions
# | 35 hrs
High Balance Accounts
# | 35 hrs
Payment Arrangements
Payments
# | 16 hrs
Payment Arrangements
# | 16 hrs
Additional information about Credits & Adjustments
# | 16 hrs
Account suspension statuses
# | 16 hrs
Rate Plans, Services & Features
Rate Plans
# | 24 hrs
Features
# | 24 hrs
Promotions
# | 24 hrs
Billing for Rate Plans
# | 24 hrs
Specific types of offers (e.g., - Smarshed, Roambee, T-Mobile Tuesday)
# | 24 hrs
Business Rate Plans
# | 24 hrs
Retention
De-escalating situations / Escalation Handling
# | 18 hrs
Retention offers
# | 18 hrs
Saving Customers
# | 18 hrs
Difficult customer scenarios
# | 18 hrs
Revenue
Art of Creating Value (Understanding products and services)
# | 11 hrs
Positioning of products and services (Family Mode & T-Mobile Money)
# | 11 hrs
Device Programs
T-Mobile’s product Line – devices
# | 16 hrs
Troubleshooting
# | 16 hrs
Device Set-up
# | 16 hrs
Upgrades
# | 16 hrs
Value Added Services
# | 16 hrs
Warranty Exchanges
Warranty exchanges
# | 14 hrs
Insurance Claims
# | 14 hrs
Troubleshooting warranties
# | 14 hrs
Insurance versus Upgrades
# | 14 hrs
Supporting Reseller Requests
Introduction to Indirect
# | 10 hrs
Supporting Reseller Requests
# | 10 hrs
Grand Central Account Checks
# | 10 hrs
Facilitator Development Course
Identify learning styles in classroom and different delivery skills
# | 25 hrs
Model the skills required for the delivery approach, including the fluency learning process needed to successfully lead any new hire curriculum
# | 25 hrs
Guide and influence learners using relevant briefings and help them take ownership of the learning.
# | 25 hrs
Technical Foundations for Facilitators
Foundational information for the technologies key to the trainer job function
# | 12 hrs
Facilitator role and responsibility
# | 12 hrs
Thrive training
# | 12 hrs
T-Mobile Learning Management System training
# | 12 hrs
Kronos Training
# | 12 hrs
Lab Facilitation Series
Lab preparation
# | 12 hrs
Facilitation
# | 12 hrs
Coaching in the lab
# | 12 hrs
Lab to production transition support
# | 12 hrs
Lab success criteria
# | 12 hrs
Lab operations
# | 12 hrs