商品敘述：

Customer service jobs are notoriously joyless, and callers'' experiences with reps can be just as unsatisfying. But T-Mobile has a new operating model that''s making both employees and customers happier. There are no rows of service agents robotically responding to random calls as quickly as possible. Instead, T-Mobile relies on colocated, collaborative teams of reps who manage specific accounts in a given locale, with a focus on autonomous problem solving. Reps get more-comprehensive training, managers get more time for coaching, and team members are evaluated on group performance as well as individual performance. Additionally, teams are authorized and expected to manage their own P&L statements. The results are impressive: In three years, T-Mobile has dramatically reduced its customer churn rate, cost to serve, and employee attrition and absenteeism. Its Net Promoter Score is way up too. Other companies might likewise benefit from similar efforts to rethink standard industry practices.

涵蓋領域：

Customer service;Fostering collaboration;Organizational change;Performance indicators;Problem solving;Service management;Teams

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