Thursday, September 28, 2006

My T-Mobile Therapist

My phone died. This is the second time in four months I've had to call T-Mobile and request a new phone. I understand these things happen. I wasn't even annoyed. I like T-Mobile. I knew they would take care of me.

Both times I've called, however, I receieved some rather unexpected treatment. Here's a sampling of the dialogue I had both times I called:

Cindy: Hi you've reached Cindy from T-Mobile's Service Center, my employee number is XXXXXXXXX. How can I be of service today?
Mandy: Hi Cindy, my name is Mandy and I'm having trouble with my phone--
Cindy: Oh! I'm so sorry! That must be so frustrating for you. What seems to be the problem.
Mandy: Well, for the past week my phone has been turning off about 10 times a day, often during phone calls.
Cindy: I can only imagine how annoying that must be for you. And a whole week! You've been struggling with this for some time now, haven't you?
Mandy: Uh, I guess.
Cindy: Would you mind if I repeated back to you what I heard while I type it into the computer so that we can be sure to address the problems with your phone? I want to be sure that I am hearing you accurately.
Mandy: Sure.
Cindy: I'm hearing you say that your phone turns off about 10 times a day often in the middle of a conversation. Is that correct?
Mandy: Yes.
Cindy: I'm so glad that you called, we certainly want to take care of this problem. Right now I'm waiting for my computer to process this complaint....So how is the weather in Pennsylvania?
Mandy: It's okay. It's a little rainy.
Cindy: Oh I'm so sorry to hear that. I wish you could be enjoying nicer weather today.

And so it went...my T-Mobile therapist.

It was as if the death of my phone equaled the death of a close friend. The concern and care I recieved was better than any bedside manner I've receieved from a doctor. Three cheers for T-Mobile and their active listening skills!

(I should add, T-Mobile was not all talk. They delivered me a very nice new phone in a prompt manner, along with a box of chocolates and a note of apology...okay not really.)