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Article: T-Mobile USA dethrones VZW in J.D. Power's rankings.
- Article from:
- RCR Wireless News
- Article date:
- February 16, 2009
CopyrightCOPYRIGHT 2009 Crain Communications, Inc. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Byline: ALLIE WINTER
T-Mobile USA Inc. scored a 755 out of 1,000 possible points in J.D. Power and Associates latest wireless customer-care performance study, the highest out of all carriers tested. The No. 4 carrier beat out Verizon Wireless, which previously topped the survey.
This time, T-Mobile USA's trick was being able to quickly and seamlessly transfer calling customers over to a real customer service representative after they passed through the carrier's initial automated response system.
"Much of T-Mobile's success can be attributed to its ability to reach the customer very quickly,'' said Kirk Parsons, senior director of wireless ...