T-Mobile: Team of Experts (TEX)

T-Mobile, the telecoms brand, changed it approach to customer care in the US which led to it being named number one in customer service satisfaction by Nielsen Mobile Insights.

Situation Analysis

The customer care model of call center assistance is fundamentally broken. How many times have you had an issue and called customer service, just to be put through an endless chain of automated phone menus, and ultimately not get your issue resolved? Nearly 80 percent of customers in the U.S. are not satisfied with how businesses responded to their problem and 39 percent of people surveyed said they would rather clean a toilet than deal with an Interactive Voice Response (IVR) system. And, the top three worst offenders across all industries are the cable, internet and telecommunications industries....

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