T-Mobile continues to dominate in customer service

Hot off the presses today is a brief note from our friends at dslreports.com. They tell us T-Mobile remains the customer service champion of the big wireless carriers.  On the other hand, AT&T didn’t do so well.

“Our in-store experience left us with one question out of three unanswered and we were shocked that one representative couldn’t help get our email up and running (though another rep at a different store was successful). Our trial of AT&T’s web support turned up similar results when one online associate told us they don’t support Slacker software, and one of our phone support calls lasted 45 minutes without resolving the last of our issues.”

My experience as a T-Mobile customer mirrors this. In the past 18 months or so I’ve seen their customer service quality go up and up. What I like most is their employees seem happy when I call. And they actually sound like they want to help. The last time I called them I thought I was talking to Zappos (and, if you know Zappos, you know that’s a very good thing).

When you call a big consumer products company for help and you talk a person who sounds real, that’s customer service nirvana. And it’s a big change from what we’re used to. Too many big companies have taken the humanity out of their customer service and replaced it with scripts and checklists. T-Mobile seems to be a rare exception. And it seems to be working.

What do you think? Is T-Mobile really better at customer service than the others? Tell me what your experience has been.