T-Mobile Mock Interview
Practice 40 T-Mobile interview questions covering customer service, wireless technology, and the Un-carrier approach.
Question 31 of 40
What is your approach to Customer Service?
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
When performing research on a company, you want to spend equal time analyzing your approach to your work, your systems, your customer service skills, and your sense of teamwork. Identify which aspects of the company's culture they speak to, and determine how your approach to each point compares to theirs. You want to share with sincerity what sets you apart and how it aligns with what they offer. This is different from telling them what you think they want to hear. Instead, you are sharing how you identify with their culture and approach. This is what they mean by suggesting they want you to be yourself.
"Join us to be bold, and #BeYou. Delivering on customer expectations is more important than ever. Customer-obsessed heroes are our most powerful differentiator. Because of their dedication to our customer-first approach, T-Mobile is consistently recognized for providing amazing customer service."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"My approach is all in my focus. I focus on the customer, and I make it known. I deliver a positive experience from the moment they've reached the landing zone to the grand finale of their experience. I want them to feel like they are always invited. If we have earned their loyalty, then they are a part of our tribe, and they need to feel welcome. However, if they are frustrated, the first thing to do is resist reacting defensively. They need to be heard, and they won't feel heard if you raise your guard. So I lower my guard and immediately empathize with them, so they identify me as a friend who is there to help. I listen, make them feel heard, mirror what they've communicated to me, and empathize by validating their feelings, and then I tell them I will try to help. I offer transparency by giving them the information they need, offering context to their experience, and helping them navigate their issue from here. This way, they feel heard, and I earn their trust. Once they trust I will do and have done everything I can, I've turned their experience around."
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