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:
- The speech recognition system offered “Representative” as the very first option.
- I was not told to go to the website for faster service.
- I was not asked to play Twenty Questions before being routed to a person.
- 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.
- The CSR was pleasant, friendly, and relaxed. She did not try to rush me, and took a moment to chat.
- 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).
- 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.
