Course Summary
This apprenticeship is federal/state registered
Credit Type:
Estimated length of On the Job Training (OJT):
one year
Estimated length of Related Training Instruction (RTI):
205 hours
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

Program Description:

The Customer Care Expert program focuses on training the skills needed to become successful Customer Care Experts at T-Mobile. Through the course of the apprenticeship program, participants will complete a series of demonstrated learnings delivered through digital platforms, classroom training,mentoring, and on the job learning. After successful fulfillment of demonstrated learnings of the program, graduates will receive a certificate of completion from the US Department of Labor. Earners of the apprenticeship certificate have successfully demonstrated skills capability as customer service experts

Program Objective:

The objective of this course is to prepare students for a career as a Customer Service Expert.

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 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:

  • Computer Based Training
  • Discussion
  • Laboratory
  • Learner Presentations
  • Practical Exercises
  • Work-based Learning

Methods of Assessment:

  • Examinations
  • Performance Rubrics (Checklists)
  • Presentations
  • Quizzes
Supplemental Materials