As some of you may know I work in customer service. Most of my jobs have been in some realm of customer service but my two main out of college jobs were/are in customer service call center. So needless to say, when I call a company I don’t call them with a bitchy attitude if there’s a problem. I call and I’m polite and I understand a company’s capacity, meaning I am fully aware that I’m not the only customer! I know that if my service goes out, that if the first available time to have a technician come out isn’t for 2 days from now, then that’s the first available time! My hubby is such a “customer” lol I’m not a customer, I’m from the other side, if you’ve never worked in customer service…you’re the customer.
So anyway, our cable and internet went out Tuesday evening. There was a guy across the street in a regular truck working on the cable…next thing I know it’s out! So we’ve been on the phone with our cable company since that day and they had to set appt for today. For today at 6pm bc I didn’t know if I would be at work or not. Yesterday I called and talked to a nice Bryant who put me on a top priority list. And then this morning I talked to an Amy and she sent an email up to dispatch to see if they could get someone out asap. And then my tech Wes came this afternoon and got us back working. Turns out that they have auditors who go randomly to check for tags on the cable lines. If there’s no tag, that means the cable is being stolen. Now we don’t steal cable! lol But we’ve had issues w our cable ever since we moved here, and the guy who hooked us up was a contractor so that’s probably why no tags. He didn’t even bury our lines. We’ve been here since last August and they just had a real tech come out about a month ago to bury the line! Needless to say, that’s just another reason to move…because we’re out in the country…they usually send contractors when you live farther away. But anyway, I was going to call and ask for a credit, but my tech Wes offered us 3 mos free digital cable for our inconvenience! How awesome and nice of him was that???
I say all this to say…when you call into customer service, first know that you catch more bees with honey…so be nice even if you’re pissed. I’d rather call a company a few times and know that I’m being nice because that’s how you should be, but also because you’re not going to get someone on the other line who really wants to help you and not give you the run around if you’re being an uberbitch. And second, when you come across exceptional customer service…not only should you say thank you and express your appreciation to that particular rep…but you should also ask to speak to their supervisor to compliment them or if you don’t have time, call back when you do. Which is what I’m doing today, I’m going to give a compliment to Bryant, Amy and Wes because I’ve talked to other reps in past couple of days, but Bryant and Amy really took ownership of the situation and Wes just went above and beyond, especially in this heat (slap my head, i didn’t even offer him a bottle of water! how dumb of me!) Pay it forward! When you have a good customer service experience, whether it’s at a restaurant, over the phone, at the carwash, whatever…stop to say thank you, not just to the person who helped you but also to their immediate supervisor.