Customer Service Improvement

Customer Service Improvement

It is a beautiful day for father and son to take a trip to the home improvement store were things typically go horribly bad once they return home. Typically a home improvement project becomes a disaster once the supplies are purchased and the work begins. In this case the problem occurred much earlier than normal and the actual project never did get off the ground. Light bulbs, nails, a tube of caulk and one 40 lb. bag of asphalt patch was loaded into the home improvement buggy and purchased at the checkout. All is going well until it is decided that the buggy can be left at the store entrance and the items could be carried to the car. Just as the 40 lb. bag is lifted from the cart the problem began. Cell phone in one hand and an attempt to switch hands with the bag of asphalt in the other, one slip up and the phone hits the ground with the asphalt on top. Yes, everyone knows the result of this decision….shattered cell phone screen. A true “don’t tell mom” moment, the phone has an insurance plan and everything will be worked out prior to letting mom know so she has less to be upset about once she is told.

Applying for Phone Replacement

No problem, both parties are good with the computer and will get a claim going without delay so that the damaged phone can be quickly replaced without service disruption. Account number is found, password is remembered and keyed as the process gets underway. Filling out the forms and clicking through the screens to file the claim and also insure the claimant is the true owner of the phone. The process is surprisingly quickly nearing the end. That’s when it hits, no longer can we hide this problem from mom. The screen reads “we are sorry, this phone is no longer avail...

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... addressed. To strengthen the customer experience with this company they need to apply the same principles that are obviously being followed in the call centers out into the field with those locations that display the products that customer are able to touch and feel. Establishing benchmarks for quality in the in store locations, doing research and follow-up calls to customers that visit the stores, having company officials do onsite visits to determine if the same quality processes are being followed at the store locations as they are on the phones. If T-Mobile is able to make the in store visits as satisfying as the phone center calls are this company will be the wireless phone leader and will have the absolute most loyal customers in their industry.

Works Cited

Kurtz, D., & Boone, D. (2011). Contemporary marketing. Mason, OH.: South-Western Cengage Learning.