[ad_1] The idea behind simple first: Solve the customer's problem in the first attempt, and the reaction is calculated as success. but According to retail employees, if a customer calls customer service after a purchase, even for something that has nothing to do with the bill, the original reaction is distinguished as incomplete. As a result, the worker who helped them first can lose credit for sale. T-MobileCustomer service was once a major selling point, especially with the "Experts Team" model that aims to create more personal support. But as the company grows and tends more to automate and track performance, some of this first human reputation may slip. Transport companies like Verizon and At & t face similar problems with customer service, however T-Mobile She put herself as more suitable for customers. If it ends up with the FIR and other internal systems of employees on things outside their control, this difference may begin to disappear. We contacted with AT & T For a comment and we will update the story when we have a response.
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T-Mobile employees say this metric is costing them sales, even after they do everything right
The first scale of the T-Mobile reaction decision is under fire from its workforce. Although it aims to measure customer satisfaction by tracking whether the issues have been resolved during the first contact, the employees say that they hurt the degrees of their performance unfairly and pay their salaries.
To make things more complicated, T-Mobile It has recently paid its T-Life application. Employees are encouraged to direct customers to complete the transactions digitally. This step aims to simplify the experience, but it also changes the role of store employees, who now find themselves behave more likely to support the application more than traditional sales representatives.
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| Genre | News & Magazines |
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| Update | April 9, 2025 |
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