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In what can only be attributed to yesterdays disappointing showing by T-Mobile in the JD Power award category for best wireless customer care, Chief Executive Philip Humm has sent (all T-Mobile) customers a “personal note.” I think it’s clear that this statement is a direct response to the customer response popping up online in the last 24 hours regarding T-Mobile’s fourth place showing.
On a side note, I think those of you in the comments who are only pointing fingers at customer service employees are missing what is in my eyes, the big picture. Yes, of course there are bad apples working in customer service for T-Mobile, as there are for every company on earth. However, employees are only as good as the tools they have to work with and the fees, policies, procedures and overall changes in the call centers that took place during 2011 for T-Mobile caused a stark change in call center behavior. The AT&T-takeover game is likely the ultimate culprit here as T-Mobile sought to enact policies that were unlike anything T-Mobile customers were accustomed to. I’m not excusing the notion that employees are responsible for their own actions and overall attitude during a customer service phone call, but I think this JD Power award is a reflection on the policies and procedures that were enacted over the course of the last 12 months and how T-Mobile made the best of a sticky situation.
That being said, I have faith in Humm when he says that “T-Mobile is here, in fighting shape, and we’ll compete aggressively to continue earning your business and meeting your expectations.” Those are brave words for certain and now he’ll have to live up to them.
Thanks Sidekicker for the image!