It's scary how little the leadership cares about customer satisfaction. Why are they so convinced that people won't drop us without a second thought? They do have other options. They might be as bad as we are, but when somebody is angry, they won't care about it. Plus, shouldn't we strive to be better instead of racing to the bottom with everybody else?
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It's not really Sprint that's the problem now. This is back to the original Tmobile pre-Legere. It's all about sending money back to Germany.
Oligopoly. that’s why
Hmm....the censors are back at it. Reposting.
Mikey's 100% public Linkedin post from yesterday extols the virtues of turning Telco to Techno via AI. It's not just customer service that Mikey, Ulfie, Nestory and Sawie are trying to use tech to increase the numbers of employees they can lay off.
Seems like CARE has even given up on customers…heard one encourage a customer to port out after agreeing TMO F’d up. Way to go Bellingham!
100% of small business customer service is overseas. Why?
Callie said customers prefer to talk to overseas customer service 3 years ago. Freier took over 2 years ago. Net promoter scores are now highest in company history and they’re steadily reducing outsourced customer service and dealers. It’s the outsourced care that ki-led customer service.
In partnership with OpenAI, the T-Mobile version of ChatGPT has been in training for months. Combined with GPT's ability to "talk" and have a conversation, AI will be replacing our customer care in 2025.
They quit caring about employees. Morale went into the trash. They quit taking the pulse of employees when it was clear that SLT approval was on track to dip below 60%. Their solution is to replace as many humans as possible. Unfortunately that AI is being trained by the most actively disengaged workforce this company has ever presided over. I would not be shocked to see Freier depart inside of 12 months.
AI will fix it. We are working on it to make things better for all customers. We are about to cross the finish line.
We bought Sprint, now leadership doesn't have to care about that. It's a much better ROI to pretend to care about customer service.