posted on June 11, 2006 06:32:36 PM
For 5 days I've had zero bars in my cell phone reception at home. I suspected my 10 year-old's electro-magnet experiments at first, but finally ruled that out and called T Mobile support. The rep first made sure she understood the problem and repeated them clearly back to me. Then she concisely elaborated on what might have caused the problem, network down-ages, something in my home blocking the signal, etc. Finally, she checked the information provided to her and admitted there was a network problem, although she had no estimated time when it would be fixed.
My mother was appalled that they would not give me an estimated fix time but I, having struggled with eBay's and Vendio's support was delighted that
1) They acknowledged the problem is on their end and they are working on it
2) I got the information immediately without having to escalate it
3) They didn't lie to me about anticipated fix times. I believe the rep really didn't know.
These are truly essential points for well-run customer service departments. Don't provide answers until the customer acknowledges that you understand their problem. Empower your representatives with the knowledge of known problems and let them impart that information to your customers. Don't promise what you can't (or don't intend to) deliver.
[ edited by pixiamom on Jun 11, 2006 06:35 PM ]
posted on June 11, 2006 10:42:34 PM
I've been with T-MOBILE for the past 4 years, and have been extremely happy with their CS...
...SPRINT, OTOH, really sucked big time!
