how to leave a good customer service review?

@HeavenM I would appreciate if you could please pass this up the chain!

I had exceptional customer service on Thursday 8-24-23 by an employee named Thea (unfortunately, I do not have her @). I had previously had my phone number changed by a friendly employee named Sheila on 8-9-23, due to unwanted spam calls. On 8-24 I called and explained to Thea that I was having technical issues logging into my account, as for some reason my new number hadn't yet been associated with my T-Mobile account. She listened attentively and was very friendly and confident that she could be of assistance. Before and between any hold time she was thorough in explaining the reason for the hold, and was apologetic for the inconvenience. She was empathetic to my need of being able to access my account and I felt that she genuinely wanted to solve the issue.

She tried multiple solutions that were unfortunately unsuccessful, however, she remained persistent and confident that the issue could be resolved. In between all of this she kept me updated on what was going on behind the scenes. She was able to escalate the issue to tech support and they resolved the issue within a few days. My only regret is that I did not receive the follow up call from her once it was resolved to be able to thank her! It may have been an error on my end, as I have unreliable internet connection unrelated to T-Mobile and had not yet set up my voicemail box.

I don't usually write reviews but I was SO impressed by her tenacity and diligence to do her job well. I am very satisfied with the service and will be continuing to use T-Mobile. I wanted to give credit where credit is due! Thank you, Thea. 😁

-Spencer