Course

Course Summary
Credit Type:
Course
ACE Course Number:
TMOB-0001
Organization:
Location:
Hybrid
Length:
2000
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 3 Introduction to Computers
Lower-Division Baccalaureate 3 Business Fundamentals
Lower-Division Baccalaureate 3 Relationship Marketing
Lower-Division Baccalaureate 3 Business Communications
Lower-Division Baccalaureate 3 Personal Selling & Sales Management
Lower-Division Baccalaureate 3 Managerial Decision Making
Upper-Division Baccalaureate 6 Internship in Relationship Marketing
Upper-Division Baccalaureate 3 Practicum in Customer Relationship Management
Description

Objective:

An Expert, Customer Care attracts potential customers by answering product and service questions and suggesting information about other products and services. Opens customer accounts by recording account information. Maintains customer records by updating account information. Resolves product, billing and payment related issues with the customer. The term of the occupation shall be defined by the attainment of all competencies of the position, which would reasonably be expected to occur within one-year to two years of OJL, supplemented by the minimum recommended 144 hours of related instruction per year. T-Mobile is focused primarily on investing in apprentice success and the following is the Accelerate My Performance (AMP) management system that will be used to invest in and evaluate those competencies.

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 Course 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
Instruction & Assessment

Instructional Strategies:

  • Audio Visual Materials
  • Coaching/Mentoring
  • Computer Based Training
  • Discussion
  • Laboratory
  • Lectures
  • Practical Exercises
  • Work-based Learning

Methods of Assessment:

  • Performance Rubrics (Checklists)
Supplemental Materials