Some days, it seems like the world is ACTUALLY becoming more customer-centric.  Other days, I’m left scratching my head in disbelief.  Read this experience a customer had with T-Mobile.

T-Mobile’s avoidable mistakes… let me count the ways.

  1. Offered free additional mobile phone line to customer who was not eligible
  2. Multiple people incorrectly confirming the free line to the customer
  3. Failure to notice the discrepancy at checkout
  4. Poor response/apology to customer’s initial complaint (which T-Mobile has done well previously)
  5. Tepid response after local TV station got involved – this in the 11th largest metro area in the U.S.

Clearly Mike Sievert, the new CEO, has work to do to ensure T-Mobile doesn’t undo all John Legere’s efforts to become the “un-carrier.” 

The pivot point is that customer centricity requires constant vigilance.  After all, “1 aw shucks* ruins 100 attaboys.”    

* modified for the sake of common decency

Aw shucks T-Mobile
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