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T-Mobile Reinvents Customer Service with 'Team of Experts' - A Human-centered Approach

2 months ago
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T-Mobile Reinvents Customer Service with 'Team of Experts' - A Human-centered Approach Image Credit: T-Mobile

T-Mobile has launched 'Team of Experts' to reinvent its customer experience by putting people first instead of robots and automated phone menus to attend customer complaints. 

"You’ll never be forced to talk to a robot, IVR (Interactive Voice Response) or machine again – unless you just want to!", says T-Mobile. "With Team of Experts, you’ve got people dedicated to you and your happiness, and they’re highly-trained to handle a wide range of topics, sometimes working with specialists including local retail and engineering to solve even the most complex issues."

Team of Experts is now live for T-Mobile postpaid customers and is being rolled out to every business and public-sector customer, too. Customers can reach their team however they want, but the optimal way is to call 611 from your T-Mobile phone or message from the T-Mobile App or iMessage using Apple Business Chat.

Commenting on the move, Tammy Parker, Senior Technology Analyst at GlobalData, a leading data and analytics company, said that, “Promoting strong customer support as an Un-carrier feature hints at part of T-Mobile’s planned strategy for challenging the big players in the pay-TV arena. At the Un-carrier Next event, where T-Mobile rolled out ‘Team of Experts’, company CEO John Legere called out Comcast, whose reputation has been impacted by numerous customer relations gaffes over the years. It’s not surprising that Legere assailed the largest US cable operator, given that T-Mobile is preparing to expand beyond wireless and enter the pay-TV arena using the assets it gained via its acquisition of tiny Layer3 TV in January of this year."

John Legere, CEO of T-Mobile
People are fed up with horrible customer service that puts cost control ahead of customer happiness. While other brands mechanize customer service, we’re going the other way – no bots, no bouncing, no BS. 

Callie Field, EVP of Customer Care, T-Mobile
Team of Experts isn’t just better customer service. It’s an entirely new way of thinking about customers … one that puts your happiness at the center of everything we do. Some brands attempt to give high-dollar customers the kind of treatment we give everyone with Team of Experts. 

Ray is a news editor at The Fast Mode, bringing with him more than 10 years of experience in the wireless industry.

For tips and feedback, email Ray at ray.sharma(at)thefastmode.com, or reach him on LinkedIn @raysharma10, Facebook @1RaySharma

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