Dear Trevor,
I know our relationship is only customer call centre deep. Just this once, let me get hot and heavy with you on the interwebz.
After 10 faithful years and a helluva lotta data download I dialed your number to break up.
I was no longer feeling the love, you see.
Prepared to blindly move on to someone else, even if it meant more drop outs, greater monetary demands from my pocket.
I had my departure speech all planned.
Even practicing my usual ranty customer tone:
“Don’t take it personally, it’s not you…it’s your company. They suck. The fact that no one has bothered to call and let me know my contract has expired for almost 10 months? They SUCK.”
I know that in a highly stressed job like yours, extinguishing customer complaints are never ending. Cancellation threats send your head in a frantic spin.
Doesn’t look good on your next performance review, huh?
Anyway, you kept your cool. Apologizing profusely for your collegues’ past mistakes, you were ready to recommit, straight up offering me an exclusive deal.
You didn’t even get narky with my nonchalant response.
A girl needs time away to think, you see.
You respected that and said no matter what, you’d be there, waiting for me
Aimlessly I looked elsewhere, over at your competitors. Only to sadly discover long queues patiently waiting to be served by tired, cranky staff.
I was even told to go away and “come back in an hour and ten”
After much soul searching and internet surfing, I realised what you were offering, I couldn’t get better anywhere else.
You called back like you said you would.
We made amends. We sealed a deal.
And I believe you when you promised that right before Christmas, I will have a flashy, new grey iPhone 6 Plus toy.
I know you don’t celebrate Christmas in your part of India but I just want to wish you an awesome whatever holiday you celebrate this time of year.
I would’ve given you a squishy hug for all your hard work in changing an almost dire situation around. But #awkward, right?
Next best thing was to let your supervisor know what an awesome job your doing. She was taken aback by my fangirl gushiness praise for you.
But hey, just as easy it is to complain, so is giving credit when credit’s due.
So, thanks, Trevor.
My faith in customer service is restored.
Sincerely (and eagerly waiting for her iPhone 6 plus),
Grace
What’s been your best customer service experience? What do you think of the iPhone 6 Plus?
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I just love that he’s called Trevor!
Leanne @ Deep Fried Fruit recently posted..Day 1892 – Guardians of the Galaxy Review and Give-away
Nothing beats good service!
Also what’s an iPhone 6 plus?! Plus what?!
Amy @ handbagmafia recently posted..Parenting Blog: You’re Doing it Wrong
It’s basically an iPhone…on steroids! 🙂
Lol!
If we’re talking Vodafone here, I gotta say they’re pretty amazing when it comes to customer service! Lots of Trevor’s behind their company keep you very nicely!
Pls blog me a review on the 6! I wanna know all about it!
JodY At Six Little Hearts recently posted..#SLHFeaturedThursdays: I Am Two! A Very Special Birthday Thanks To Ferguson Plarre Bakehouses and a Giveaway
We had some drama with our new phones, including delivery to the wrong address, but the service I got when I rang was excellent. I chickened out of the 6, and got a 5S, as I like the smaller size. xx N
Nikki@WonderfullyWomen recently posted..Handy hints to make gift wrapping fast and fun!
I hate to admit it t but I did the exact same thing with Vodafone. They annoy the hell out of me,but they are better than the alternative.
What this means is they all have to improve.
Carolyn
Desire Empire recently posted..Kiwi Fruit and Strawberry Christmas Tree Platter
I reckon half the problem is the wait times – you’ve already worked yourself into a ball of anger thinking about the conversation you’re about to have before you have it….Glad it was sorted!
Lydia C. lee recently posted..What I couldn’t live without this Christmas
Gah! This is awesome. GO TREVOR!
Hugzilla recently posted..Markzilla: Mark Latham as Mummy Blogger
I love the names that my international students choose for their “English” name! Trevor, is pure class btw. Which name would you choose? Oh, I totally love high fiving good customer service, because a) it makes me happy and b) it’s so hard to find these days. I recently wrote to my barista’s boss singing her praises because without not only is her coffee my favourite in all the land but she’s always ready with a smile, a minute to talk and of course, a cup of the good stuff.
Sammie @ The Annoyed Thyroid recently posted..Taking Stock – the End of Year edition
I got a 6 about a month ago, I’m loving it (but I’ve got to say that trusty 4s served me well for a very long time!)
Enjoy your new phone lovely. xx
Amanda @ Cooker and a Looker recently posted..how to make teppanyaki rolls
I’m a bit jealo. I fancy me a new phone! You’ll be looking very swish with your new technology at Xmas!
Vicki @ Knocked Up and Abroad recently posted..Morning Sickness & Pancakes
Good on you for getting a good outcome. Customer service seems to be lacking a lot this Christmas. and an IPhone 6 sounds fabulous!
That is SO sweet of you to take the time to give good feedback. Working in a call centre sucks and happy, grateful customers really mmake all the difference.
Bec @ Seeing the Lighter Side of Parenting recently posted..5 Useful Photography Tips For New Mums – Guest Post
First of all I am totally jealous of your iPhone 6!!!! I had a similar thing happen with a certain phone company this week too… but with the internet. Actually ended up being a really positive outcome in the end – amazing!!
Lucy @ Bake Play Smile recently posted..Broccoli, Bacon & Cranberry Salad – Fabulous Foodie Fridays #31
So hard to get good service nowadays. Go Trevor! Snaps for you. But Grace, I’m seriously jealous, I don’t think Santa or Trevor is bringing me a new phone this Christmas.
Malinda @mybrownpaperpackages recently posted..Raising Master Max
Ooh, I look forward to hearing all about your new toy. I have a 6 and love it! Go Trevor, love good customer service. Have a great weekend Grace x
Lauren @ Create Bake Make recently posted..Broccoli, Bacon & Cranberry Salad – Fabulous Foodie Fridays #31
I’m due a new phone – is the 6 plus a goodie?? I try my hardest to have very little to do with call centres, I just don’t have the patience for their protocol bullocks! x
Emily @ Have A Laugh On Me recently posted..A funny Christmas present for men!
Its always refreshing to have a great customer service experience, especially when dealing with a call centre. Trent has the iPhone 6 (but not the plus)
Toni @ Finding Myself Young recently posted..52 WEEKS OF MEMORIES | 49 – TIRED
MERRY CHRISTMAS GRACE! ENJOY YOUR IPHONE 6!
Go Trevor! Don’t you love it when call centre people actually HELP? I mean it is their job and everything but many of the ones I’ve dealt with seem to see being helpful as an optional extra. I’m currently getting excellent service from Suncorp Insurance – they’ve been in touch constantly to let me know how my claim is progressing which is awesome.
Rachel_OurTownBNE recently posted..Summer Fashion Trends 2014: Perfect Prints
Isn’t it fantastic when you strike someone in customer service who does their job well? Good on you for passing on your praise. Most people are quick to complain, but never think to speak to a supervisor to praise.
Fairlie recently posted..The colour of the year
So nice to have great service, Trevor certainly deserves recognition!
Stephanie recently posted..Places – Australian National Maritime Museum
Great that you got good service and lovely that you appreciated it so much. I’m due a new phone and there is a problem with our wi fi not sending a strong signal. I know I’m off contract so I’m going to try to negotiate a good deal on an iphone 6 – just got to face the call centre and all the setting up – I think I’ll leave it until after Christmas! I have to say that I had great service from a lady at the ATO call centre – who’d have thought the taxman could be nice.
Kathy recently posted..Christmas pep talk
You’re such an awesome chicky babe for handling it the way you did xxx
What is it with telecommunications companies???? I get the cold sweats whenever I think about dealing with them.
Praising Trevor to his supervisor was the best thing to do Grace. Credit where credit is due evens out the complaints. I have a Samsung :(((
Pinky Poinker recently posted..Pauline’s Pronation Party!
It’s so awesome when calls like that go smoothly. I had to call Apple last year because I was locked out of my account and they were so easy to deal with.
Tegan recently posted..Stop Fishing
Excellent customer service is so important, but yet not many stores are doing it enough. Some people think that Japanese are so fake by how polite they can be at the stores, but at least they do it and do it with so much efficiency!
Ai Sakura recently posted..The Entertainer App: Family Entertainment & “Experience”-Giving Made Easy + {Promo}
Oh cool, let me know about your new technology, you can be my road tester. Customer service is always a killer for me, but when it’s good it makes my day!
sarah@tomfo recently posted..Free DIY Lime Gift Tag Printables for Homemade Lime Hand Cream
Good customer service is few and far between these days and it’s always great to hear positive stories like this one to confirm that it is not yet dead.
Eva @ The Multitasking Mummy recently posted..Wishing On Milestones, Missing the Moments
I wish he could read this! Was he from the Philippines? 😉
Kristyn recently posted..The little things
This was such an enjoyable read Grace… I laughed, I felt compassion, I related. Thanks♥
So good of you to let Trevor’s supervisor know about his good service, Grace. I try to give praise where it’s due, because it can be so rare these days. I’m sure it made a big difference to his day xx
Lisa@RandomActsOfZen recently posted..Finding Zen
I love this Grace! I am so glad you got it all sorted and that you had a great customer service experience. I always make a point of giving praise to a manager when I receive really great service, it makes such a difference and can be so hard to come by sometimes!
P.S. Jealous of your 6+, I still 18 months left on my contract till I can upgrade 🙁
Kylie Purtell – A Study in Contradictions recently posted..Five in 5: Linky Lovin’ Friday {12th December 2014} // Life
Love this Grace. My good customer service experiences are few and far between, especially at this time of year.
Raych aka Mystery Case recently posted..12 Days of GIVEAWAYS – Day 11 – Perth
Totally agree. If you’re willing to pick up the phone and complain when things go wrong, you have to pass on the good news too. I had a fantastic experience flying with Jetstar a few years back – Ashleigh was barely one and they entertained her, cooed over her and defended her to other passengers when they complained about any noise, then one got down on her hands and knees to search the plane when my husband couldn’t find his phone. And succeeded in finding it! I remember calling to give feedback and the voice at the other end sighed and said ‘I’ll put you through to complaints’. When I said I wanted to commend a plane load of staff they were so shocked they gave me a $25 Jetstar voucher! HAHA!
Emily recently posted..Top web reads of November
(Meanwhile I’m really excited because I finally upgraded my iPhone3 to an iPhone5 the other day. I’m so totes with it.)
Emily recently posted..Top web reads of November
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