In a new marketing campaign, T-Mobile promises more personal service: “Real customer service takes real people.” By introducing a “team of experts,” the company wants customers to reach actual people instead of spending too much time waiting for voice prompts and replies.
The message is clear on T-Mobile’s website and in the results. The company acquired 2.4 million new customers in the fourth quarter of 2018 compared to Verizon’s 600,000.
Humor is one strategy the company is using to steal rivals’ business. A 4.5-minute commercial shows actor Rainn Wilson trying to navigate a company’s voice response system. We can all relate: the system doesn’t understand us, we get transferred around—and then our phone battery dies. The video ends with this message:
Calling customer service is the worst. The best customer service in wireless just got better. No bots. No bouncing. No BS.
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