A Little Bit Goes A Long Way

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Customer Loyalty
Customer Service
Once my family made the switch from AT&T to T-Mobile, we inevitably came upon some follow-up questions that did not arise during the sign-up process. Most are aware that T-Mobile offers to pay new customers' early termination fees (ETFs), and while this incentive was one of the primary factors that sealed the deal, we never fully absorbed the step-by-step details during our initial interaction. (I do believe it's nearly impossible to soak up all the information on the first try.)

Once my family made the switch from AT&T to T-Mobile, we inevitably came upon some follow-up questions that did not arise during the sign-up process. Most are aware that T-Mobile offers to pay new customers' early termination fees (ETFs), and while this incentive was one of the primary factors that sealed the deal, we never fully absorbed the step-by-step details during our initial interaction. (I do believe it's nearly impossible to soak up all the information on the first try.)We understood the benefits and the basic submission guidelines, but we were under the impression that we would receive said reimbursement before our whopping AT&T bill came due. (Note: When you make your previous carrier angry by leaving them in the dust, they exact their revenge in the form of hefty ETFs.) However, when the bill came due and we had yet to receive the funds, we were a bit worried and confused. But, while we had been turning to the associates of the T-Mobile store for most of our questions, we opted to call customer service for this issue.

In the past, calls to the AT&T customer service line resulted in long wait times and unsatisfactory interactions. But, when we hopped on the phone with T-Mobile, it only took some brief IVR prompts before we were connected with an actual human. (My mother and I were using our landline phone so I could listen on the extension. I've always been her second set of eyes and ears.) The woman on the other end was ridiculously sweet--like sunshine emanating right through the receiver. She referred to my mother as Miss Lynda, commiserated with the awful AT&T fiasco, and admitted she was unable to answer our question to the fullest extent on her own. She provided the direct number for the proper department and wished us well, though I was almost sad to hang up.

Subsequently, we were connected with another representative almost immediately after dialing the number she provided. The second woman was equally friendly and answered many of our questions before we could even ask them ourselves. She was clear, concise, and informed, while maintaining that happy tone the daily grind can often extinguish. Quite frankly, I don't think I've ever encountered such efficient call center reps in my life, and we were done just as quickly as we'd begun.

After not one, but two, fantastic brand interactions, my mother and I were on a happy high. It's amazing how even just one person's congenial mood can infect someone else and trigger an unyielding outbreak of friendliness. Pleasant interactions not only impact customer satisfaction and brand advocacy, but the disposition of the human population, as well. Just imagine--if everyone could infuse their behavior with just an ounce of the kindness these two representatives displayed, perhaps we'd live in a happier world where people want to pay it forward by bringing a smile to another. One can find life lessons in even the smallest actions if they're willing to look, and these two women embody an ideal that all should strive for, not just those answering customer service calls. After all, Vitamin D's a natural mood booster, so why not spread some (metaphorical) sunshine?

EXPERT OPINION
EXPERT OPINION