Reinventing Customer Service

Publication Date: November 01, 2018

Customer service jobs are notoriously joyless, and callers’ experiences with reps can be just as unsatisfying. But T-Mobile has a new operating model that’s making both employees and customers happier. There are no rows of service agents robotically responding to random calls as quickly as possible. Instead, T-Mobile relies on colocated, collaborative teams of reps who manage specific accounts in a given locale, with a focus on autonomous problem solving. Reps get more-comprehensive training, managers get more time for coaching, and team members are evaluated on group performance as well as individual performance. Additionally, teams are authorized and expected to manage their own P&L statements. The results are impressive: In three years, T-Mobile has dramatically reduced its customer churn rate, cost to serve, and employee attrition and absenteeism. Its Net Promoter Score is way up too. Other companies might likewise benefit from similar efforts to rethink standard industry practices.

Pages: 10

To download this product after your purchase, simply sign-in to hbr.org and visit the “Purchases” area of your account.

Educators: Register as a Premium Educator at
hbsp.harvard.edu
, plan a course, and save your students up to 50% with your academic discount.

Students: Tell your instructors about the savings at
hbsp.harvard.edu.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order.

When you place your first order on HBR.org and enter your credit card information and shipping address, ‘Speed-Pay’ ordering is enabled. ‘Speed-Pay’ is a service that saves the credit card details from your most recent purchase and allows you to re-use that card for future purchases. If you click the Speed-Pay button on any product detail page, your order will be charged to the most recent credit card information attached to your account and shipped (if applicable) to the last address we have on file for you. For more details

Educators: Register as a Premium Educator at hbsp.harvard.edu, plan a course, and save your students up to 50% with your academic discount.

Students: Tell your instructors about the savings at hbsp.harvard.edu.

Note: Quantity pricing discounts will be reflected at Checkout, prior to submitting your order. If you need to make additional copies to distribute, please purchase copyright permission.

Ebook: A digital book provided in three formats (PDF, ePub, and Mobi) for the price of one. Accessible within “My Library” upon purchase.

Hardcopy, paperback, softbound, magazine: Physical copy shipped from our warehouse to your requested shipping location.

PDF: PDF digital file. Accessible within “My Library” upon purchase.

Bundle: A themed collection containing two or more items at a special savings.

Note: Some of our products are available in other languages besides English, for example a “Spanish PDF” format means you will receive a PDF in the Spanish language.

A security code is added protection against credit card fraud. It is a 3 or 4 digit number appearing on the front or back of your credit card. See examples below.

Visa and Mastercard
The security code has 3 digits and appears on the BACK of the card in the signature panel.

American Express
The Card Identification Number (CID/4DBC) is a four-digit, non-embossed (flat) number that is printed on every American Express Card.

The CID/4DBC is ALWAYS located ABOVE the embossed (raised) account number on the face of the card. In some instances, the CID/4DBC is located on the left side of the card, but is always above the account number. Some cards have a four-digit number embossed below the account number, but this is not the CID/4DBC

If you have a promotion code, please enter it below. This promotion code field is case sensitive so please type all capital letters.

This product is intended for individual use only. To learn more about volume discounts for organizations and license opportunities for consultants, contact Lindsey.Dietrich@harvardbusiness.org.

Unable to locate your subscription account #?

Click here

Reinventing Customer Service

Research & References of Reinventing Customer Service|A&C Accounting And Tax Services
Source

Share on Facebook

Tweet

Follow us