The Customer Service Survey

Shockingly Good CX from T-Mobile

by Peter Leppik on Fri, 2015-06-05 14:04

It's often easier to find things to complain about in Customer Experience than examples of things that went well. But yesterday I had a customer service experience with T-Mobile that went shockingly smoothly.

Here's the setup: I needed to make a small change to my T-Mobile plan. I logged in to my account online and tried to make the change, but got an error message that said I needed to call customer service for help.

So I called customer service. Here's what happened:

  1. The speech recognition system offered "Representative" as the very first option.
  2. I was not told to go to the website for faster service.
  3. I was not asked to play Twenty Questions before being routed to a person.
  4. I was asked to authenticate myself by entering the last four digits of my SSN. When I was connected to the representative, she already knew I was authenticated and didn't ask me to authenticate again.
  5. The CSR was pleasant, friendly, and relaxed. She did not try to rush me, and took a moment to chat.
  6. The representative immediately understood my problem, fixed it, and explained how long it would take for the change to show up in my online account. She even saved me a couple bucks by tweaking the effective date of my plan change (something that's not possible online).
  7. A few hours later, as promised, my plan change was visible when I logged in online.

None of this is rocket science, but it's amazing what a difference paying a little bit of attention to the customer can make.

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