T-Mobile is completely overhauling how its customer service works

T-Mobile announced its latest "Un-carrier" initiative today in a fresh attempt to gain new subscribers and lure customers away from rival providers. And it focuses on a crucial, but less flashy subject than the company's past splashes: customer service. From a stage in Charleston, South Carolina — and after being escorted into the room by a marching band — CEO John Legere kicked off an event that led to the announcement of Team of Experts, a new approach to customer service that will give customers in different regions of the US their own dedicated "team" of customer care representatives. No robot voices and no confusing tree of push-button menus.

Team of Experts launches today for T-Mobile's postpaid customers. It can be accessed by...

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