The biggest mess at Cingular is the billing. So it makes you look bad.

It is really the power of the customer care that makes it the best, and that is what T-mobile got going for them, off course the basic rules, be polite to the customer and cant hang up on customers and to keep your cool even when you get some drunk person, blabbing their mouth off , but beside that when it comes to the customer care yours and ours are the same except we demand the customer care to do more then cancel, suspend change sim, change the address, look up rate plans, minute usage, and deal with obnoxious customers, they are the best to the eyes of the customers because they can offer the most when ever min, and have unlimited data and text, they hav...
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To be perfectly honest it comes down to our pledge of get more. Get more services, get more features, get more customer service.
How do we do it? It is a company goal to treat every customer with the respect they deserve (and some who don't even deserve it). Courtesy is touted as a mantra at my call center. Building a relationship with a customer may be as simply as asking if their day is going well or hearing a dog in the background and saying that you have one too. Always resolving the customer's issues is important. Being efficient to not waste the customers time is good. Adding value to the customer experience by offering self help options to help them and adding loyalty to the fact that we do truly appreciate our customers and t...
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We have these drivers that we go by. What we focus on as far as world class service. Basically you want to show eagerness to help, empathize with any problems, restate the issue, use the customers name, position different plans or features that will help the customers cause.... refer them to self help options... COMPLETE AND ACCURATE INFO... and 1 call resolution. its way easier said than done. but jd power for 3 years recognizes

I can only echo what has already been said. Taking care of customers is key. Treating them with respect, even if they seem upset and are rude. It does not mean giving away the store with credits and free stuff, but it does mean respecting their time, and respecting them as people.

If someone calls becuase their service is interrupted, and it's their own fault for not paying their bill, we say "I'm sorry your service has been interrupted, let me see what it will take to restore your service today."

If someone calls because they are clueless and don't understand the basic functions of a cell phone, I take a deep breath and walk them through it, making sure to maintain patience and a tone that says I'm happy to help them. I try to r...
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I am not a CSR. I am RSR with T-Mobile. But i know from calling in myself to CC to help out a customer that one of the biggest things is a 1 call resolution. Everything else that is being mentioned is absolutely true. However with myself and my fellow reps we get the greatest satisfaction of not having to call back. (or telling the customer that they will need to call back) With all the tools simply at the finger tips of our CC Reps it makes it very easy for them to fix the issue, or get you in touch with the person that can fix it. One other great thing is the hold time. I almost NEVER hold more than 2 min to get to a customer service rep. The new voice activated Que is great at sorting through the callers and getting them to the right peop...
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Though I'll agree with what everyone else has said, I'll have to add one more thing:

Thinking outside the box.

I work in sales and often have to toss things to customer care. Here's a good example:

I remember being on the job about 2 months. Customer comes in with a phone bought a few weeks ago and the caller ID has never worked. I fiddle with settings, check other SIM cards, finally I call care. Before the rep pulls up the trouble shooting, he says he's going to remove the feature, save, add the feature, save again. I power cycle the phone and the caller ID now works.. This guy was able to draw on experience and not get sucked into our normally computer driven world of trouble shooting flows and escalation. A standard flow...
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As a CSR for TMobile for 5yrs I would like to say that all of the things mentioned previously are equally important to do on each and every call because u never know which will have the biggest impact on the cust. For example if a cust calls in and wants to know how many mins they used last month, we are encourage (ie required) to go above and beyond and tell them how many mins they used this month as well, the last call, the balance, due date, how they can check that stuff on their own and suggest ANY options to make their bill lower. Do more than the cust asks for and it works.