So he came in, we had a preapproval for him, and it was amazing because he literally looked at me, he goes, "People like me don't get approved." And I looked him, "No," I was like, "well you're preapproved for 20,000 Mr. He was on disability, money was tight, he lent his vehicle to one of his friends, and he, you know unfortunately he totaled his vehicle. I actually had a recent member that, he was going through some hard times. I'm with an organization that really cares about the members, Makes you wanna go to work every single day. Knowing that that member was taken care of, it goes a long ways.
I feel like when I walk through those doors and I'm coming to a company that I really like to work for and that has a culture that allows me to be myself, I feel amazing.
When I provide exceptional member experience, I feel amazing. And then at night, I just wanna share that with my family. The experience to me, I take it so personal and it makes me feel like, wow I really made a difference, you know? And that member, how they feel, makes me feel so good. We're not there to just do the transaction for them, but we're their counselor, their you know comforter, we're a financial planner. You know, like what's going on? This is a personal relationship. What can I do? And I smile just like this and I let the member know, like I'm here to help you. If the member seems like you can't turn it around, no there's a way I can turn this around. No matter what's going on with the member, I always try to find out what I can do to make it better. I take my job really to heart, so I might be having the worst morning, but as soon as I walk through that door, I leave that at the door because our members come for, they pay my check, they helped me buy my home, they helped me buy a couple cars. I remember when they bought their dog or their daughter got married. I've been there 13 years and I remember their family members.
But what are we doing to look beyond what they think they need, to actually create an exceptional experience that's tailored just to that member in that moment? We know that we're supposed to read between the lines. They don't necessarily know what they need when they walk in, right? We're trained. So, what is it that they're actually needing? Because I'm the specialist. When it comes to ensuring that I'm creating an exceptional experience, not being an order taker, but being a consultant. Did I make them feel valued? Did I satisfy their needs and also, you know, have them leave with a sense of "They made me feel like I'm family, I'm not just another customer or member." I would define exceptional experience as creating a feeling for that member. You blew it out of the ballpark, and you gave 'em an experience and a memory that they won't forget. I would describe creating an exceptional member experience as an experience that you provide a member with something that they were not expecting. Midnight PST, daily.- Excellent service is something that we expect when we go places or when we do something, but an exceptional experience is something that just wows us. TTY service is available for the hearing and speech impaired. Calls made to this number from landlines and non-T-Mobile phones will incur international long distance charges as well as any other additional charges that may apply.Ĭustomer Care representatives are available daily from 4 a.m.
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