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Impressive customer service

I just received a call on my cell phone from T-mobile and was extremely impressed with their customer service. Over the past few weeks, I’ve noticed that the level of service has degraded (meaning that my signal is not as clear as it used to be). I’ve never complained about this to them but they called in to check how happy I was with the service. Once they identified themselves and made sure that I was the person holding the account, their first question was “how happy are you with the service?” I told them that I thought the quality of service had degraded over the last few weeks (being a long-time mobile phone user, I’ve resolved myself to the fact that service degrades over time as more people join a particular provider. As a result of that low level of expectation, I had assumed that filing a complaint would not accomplish anything.) However, the minute I mentioned that fact to them, they started asking more questions: Where did this happen? How often? Once they got all the details, the T-mobile representative told me that they were crediting my account for twenty five dollars to make up for the trouble. I had not asked for anything. I had not even called to complain and there they are telling me that because they haven’t lived up to my expectations, they are crediting me.

That, to me, is amazing customer service. In a world where I, as a consumer, usually find myself wondering why companies are not putting more emphasis on servicing their existing customers, I am extremely impressed with the level of customer service I’ve received from T-mobile. As a result, I would highly recommend them to anyone who is in their coverage area. I don’t usually do so but considering how much they’ve done, it’s the least I can do to repay them.

I would like to applaud this level of customer service and prompt other companies (either in technology or other fields) to take this as an example of how to do business. Customer service is very expensive but taking care of your existing customers is how you can reduce churn and ensure that your customers become your marketers. To me, T-mobile is a clued-in company.

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