Case Study – Reinventing Customer Service
1. How does the Tmobile contact/customer service center differ from the normal customer service department in big companies?

2. What is the impact payoff of the T mobile model / how was it paying dividends for the company?

3. As the team devised the new model, what were the 4 questions that they asked in order to assess the transition over time?

4. How did the new model help customers by “Making it Local”?

5. What was the TEX model that T mobile adopted?

6. How is new service technology helping or hindering the performance of service employee interactions?

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