T-Mobile Customer Service
A few days ago I was on the phone with T-Mobile. I had some questions about my possible smartphone buy and couldn’t easily find the answers online. So I gave T-Mobile a call. Their phone menu was a pain to get through to, but after yelling at the phone menu for a few minutes and waiting on hold for about 15 seconds, I was transferred to a human.
The call started off with the lady sounding very friendly and very happy to talk to me. She asked me how I was (which I don’t advise – but since it was the sales department, it probably isn’t too bad of a question to ask), I said I was fine and asked how she was (great, of course) and she asked how she could help me. I told her I was interested in buying a smartphone and had questions about the T-Mobile Dash.
It took her a few seconds, but she pulled up the page on the T-Mobile Dash. It was in the time it took her to look up the answers that the customer service experience became interesting.
She asked me how I was, how the weather was, if any of my football teams were doing well in the Superbowl (it was the playoffs, but I’ll forgive her. I told her the Giants didn’t do well), she told me that I “had just made a friend” because she was from the NY area and liked the Giants, and so on.
I asked my questions and she answered them and was quite friendly. She knew a majority of the answers off hand and looked the others up. All the time, she avoided “dead air.” The customer service experience was good. All it took was a friendly customer service representative (attitude) that knew what she was talking about (aptitude).
Have a great weekend!
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Custserv » Service Untitled on T-Mobile and a Resto: Customer Service Experience(s) of the Week - The New Competitive Edge said:
Feb 02, 07 at 5:00 am[...] I asked my questions and she answered them and was quite friendly. She knew a majority of the answers off hand and looked the others up. All the time, she avoided “dead air.” The customer service experience was good. All it took was a friendly customer service representative (attitude) that knew what she was talking about (aptitude). Continue reading… [...]
Service Untitled » Verizon Customer Service Does Well! - customer service and customer service experience blog said:
Jul 05, 07 at 8:56 am[...] All in all, I’d rate the experience as a great one. It was far above acceptable and I was pleasant surprised. Jason wasn’t quite as happy and enthusiastic as the T-Mobile people, but that was fine – he was friendly, able to resolve my issues, and get the job done in a pleasant manner. [...]
db said:
Mar 03, 08 at 6:39 pmI just got off the phone with a T-mobile lady from Texas. My phone never was able to send/receive Picture Messages. After some digging, we found out that the MMS Server profiles were full and not allowing T-mobile to send the right server code into the phone. Once we deleted those out, I was able to receive the T-mobile update and everything started working! This all took about 45 minutes and all during the time the lady was polite and chatty. I told her about the weather in Chicago and she did the same about Texas. It was a real change for an American company to have their tech support in the UNITED STATES and for their support to be friendly and knowledgable…what a breath of fresh air!!! She even took the time to take out a test phone and snap a picture to be sure I could receive it and then I did the same. I am very impressed with T-mobile and their Customer Service — and there are not too many companies these days that I would say that about!