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Industry: Email Alert RSS FeedT-Mobile USA tops J.D. Power customer care survey.(News)
RCR Wireless News, January, 2006
Byline: KELLY HILL
Three Christmases ago, Sue Nokes received a call from a T-Mobile USA Inc. customer who had been bumped up through the customer care system until he reached her. The man, Nokes recalled, told her that though he liked the carrier's customer service reps, he frankly didn't want to talk to them, and T-Mobile USA should have more information on its Web site to help customers solve their own problems.
"I'll never forget that as long as I live,'' said Nokes, who is senior vice president of customer service for the Bellevue, Wash.-based carrier. "You've got to meet customers where they want to be.''
T-Mobile USA seems to be doing that well, having topped a customer satisfaction survey by J.D. Power and Associates for the...
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