T-Mobile will soon offer enhanced customer service in its Experience stores

T-Mobile is looking to improve the customer service it provides to its clients at the company's so-called Experience stores. These are company-owned locations staffed by "customer-obsessed" Mobile Experts with the ability to handle any issue that a customer might bring up. T-Mobile employees posting on Reddit say that in a few weeks, T-Mobile will announce a new format for the Experience stores that will allow customers to get bill credits, cancel lines, and more while at an Experience store.

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According to one T-Mobile rep (via CordCuttersNews) who was briefed at a recent meeting, anything that the T-Mobile CARE team can do over the phone (800-937-8997) will soon be handled in person at a T-Mobile Experience store. The employees manning an Experience store will be able to fix an issue with a phone and handle all problems with a customer's plan that normally requires a call or text to customer service. The goal would be to provide the service necessary to keep customers from leaving T-Mobile for another carrier.

For those T-Mobile subscribers who don't have the patience to handle phone calls with the CARE team, can't wait on hold, or hate having to engage in a chat (via text) with a T-Mobile rep, a visit to the nearest Experience store might be the easiest way to get a problem solved whether it be with a T-Mobile device, T-Mobile service, a bill or invoice, or a perk that customers are supposed to receive.

T-Mobile does not need a shot in the arm after adding an industry-leading 3.1 million net new postpaid phone customers during 2023, a number forecast to reach as high as 5.5 million this year. But giving such capabilities to its Experience stores will put it ahead of its rivals which offer online-only or phone-only customer service.

Besides its company-owned Experience stores, T-Mobile also has: