In part 1 of a 2 part interview, John Moses, global Vice President of Customer Support for Palm, answers questions about Palm’s call centers and about my own experience with them.
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….