This post on techGEER.com highlights how even though T-Mobile’s indoor reception and network might not be 100%, its customer service is something to brag about. According to J.D. Power and Associates 2nd volume of 2009 Wireless Sales Satisfaction Study, T-Mobile USA has ranked on top of the list as the nations most satisfying wireless carrier.
The survey was conducted from January 2009 to June 2009 and it involved more than 8,000 wireless subscribers. It will be interesting to see how the other big companies like Verizon and AT&T will respond and react to these survey results.
Long Island Business News reports that Verizon has owned up to their poor customer service issues and according to their blog, have released a set of new procedures that the company will follow to enhance its relationship with customers.
Here is the copy of their revamped online customer support:
Online Customer SupportFirst, need help right now? To chat with or e-mail a customer service representative click here. It might just be the easiest and fastest way to get help, ask a question or wrestle a problem to the ground. Another great way to ask questions and find help is right here on the Verizon Community Forums, where users help users get answers. We established the Forums last summer, and they’ve become an increasingly popular place for customers as The New York Times recently noted. We have also a streamlined way for customers to get the help they need online. Our consumer support site, www.verizon.com/residentialhelp, provides customers with self-help procedures for an array of topics concerning broadband, television, telephone and wireless products and services. The Web site has earned praise from the Association of Support Professionals, and customers are using it to answer technical and product questions on their own.
What do you think of the procedures that Verizon has outlined with its customer support? What other changes can Verizon do?
Verizon Wireless is finding help from customer service in one of the most unusual places….a volunteer. The New York Times recently wrote a report on how certain companies are looking to their super-users for help in customer service. Verizon Wireless found help from Justin McMurry, a user of the online communities, who, in turn, helps out other who have questions about Verizon Wireless and their services and enjoys participating. Read the full story here.
In a press release issued today, Verizon said that its new online community forums have proven to be a great place for customers to connect about service issues and even to reach the customer service department. According to the release, one of the growing base of super users is Justin McMurry of Keller, Texas, who describes his involvement as growing from a natural interest in Verizon’s FiOS TV and FiOS Internet services. Formerly a technical support expert for many years at a major technology company, McMurry said he enjoys solving problems and answering questions for others who visit the Community Forums in search of real-time feedback from fellow customers.
Are online forums a passing fad or here to stay?
In an effort to better serve their customers, Verizon has created one number for customer service, 800-verizon. This idea isn’t too new has large U.S. cities have been using 311 has an all inclusive information hotline from noisy neighbors, civic programs to homeless outreach. The idea makes it very easy for customers or citizens to get the help they need. Do you think more companies will follow Verizon’s lead?