I am far from a perfect human being, but I don’t mess with people’s schedules, rather I respect them. When I am requested to be somewhere I get there and I diligently do my job. Isn’t that the basic premise of customer service and keeping clients happy?
As a consumer, when I reach out for help, I don’t want a bot, a recording or to be redirected to the wrong department. Days are long, free time is short and customer service needs to match the forte of my life. If I could make a wish list for customer service it would be simple, let me text direct to a representative and get an answer. I am seeking real customer service with real humans.
Further it would also include not being bounced around from department to department, just cut the chaos and get me to who I need fast. The old customer care model of, “Press 1” then “Press 3″ is old. We live in an instant gratification society and the famed ‘representative hiding behind the phone shuffle’ so you really can’t access them should NO longer exist.
Isn’t it funny how one horrid experience can kick you into gear to seek out your wish list for simple help in a complicated world? After my most awkward battle shouting ‘REPRESENTATIVE’ about 25x, and being bounced around, hung up on and never getting what I needed, it was time to end that bad relationship! ”
Seeking Real Customer Service With Real Humans
An interaction I experienced just a short while back with a wireless provider has left me jaded about customer service teams. I know I am NOT alone in feeling the pain of bad customer service from wireless companies and I bet the man named John that I dealt with has struck other inbound callers too! Before I start, let me just say, maybe they should take a lesson from T-Mobile, you will understand what I mean as I go on! Read On please.
To inquire about a billing concern, I picked up the phone and called our service. I did not want an overview of our bill, I needed to ask a question. This wireless provider is really big on letting you listen to numbered choices and automated answers.
In fact, I was even screaming at the automation system, even though I knew t would do nothing. However, it got me through to a clown of an employee, an outstanding smart alec who should never be allowed to interact with customers on any level. His temperament immediately came through his radical greeting, “you found me, now what do you need? ” Oh yeah, this happened, and I hope they recorded this abhorrent call.
Why I called in became 2nd to why I was being treated so distastefully. Yeah, this guy showed up to work today to repel every and anyone, what is the deal. By the time our call was done, I believe my blood pressure was off the charts and my relationship with this wireless brand was so ‘D-O-N-E’!
How Things Could Have Progressed And The Resolution Could Have Been So Different
Imagine if you will, for just one minute, a call to customer service, is not a call, rather a text. Yeah, that is a thing. What if, you could message your Team of experts (customer service reps) and they would message you back? What if, you could start a message thread, get answered and then come back with more questions to the same thread, as though the conversation never missed a beat?
Yep, that’s possible too, but only if you are with T-Mobile. I mean, Kallie and I could have spent more time lounging in the pool and less time waiting for a call back. In fact, we could just have texted and got the answers I needed. But, we did not have T-Mobile then.
Good-Bye Frustrated Consumer, Hello Team Of T-Mobile Experts
T-Mobile continues to be ground-breaking in everything they do. They are the Un-carrier and they are undoing bad customer services methods of other companies by creating a new model that makes it so much easier on the consumer.
Got a question about your bill? Jump on the app, text them, a real person answers. Want to see what the person on the other end of the phone looks like? There’s a photo of your Team of Experts in the T-Mobile App. Have a question that needs answered, and there might be more than just that question? Once you get an answer, the thread of messaging does not disappear, it stays and you can come back and pick up right where you left off. Get more answers and less frustration!
T-Mobile has dedicated Team Experts to help solve any of your wireless questions. Real people who are ready to help you with your real life. Text a question, walk away, get dinner ready and when you are prepping and have a minute, glance at your phone. Want to bet there is an answer? No holds on the phone, no calls back, who needs that? We are in the instant world, so questions and responses are instant!
Seek real customer service by heading on over to T-Mobile.
This post is sponsored by T-Mobile.