a good customer service story

miphinz · Post by **miphinz** » June 25, 2007 10:34 am

Having read the story about the gas pump running our of paper I thought I would share a good customer service story. Two weeks ago my wife and I decided we were no longer satisfied with our cell phone service due in part to poor customer service. We share one plan with two lines through suncom. I made a call to find out how much it would cost to cancel our contract and was told it would be $200.00 per line. Keep in mind when I made this call I immediately asked for a manager when they asked why I said I will discuss it with them. I have learned that if you want results you need to speak with someone who can provide them. The customer service manager named Angela was by far the most helpful person I had ever spoken with in my 6 years with suncom. I explained that I wanted to cancel my contract and I was not going to pay $400.00 to do so. She asked my why and I told her about several sub standard experiences I have had with customer service, mostly people just being rude, I was also not happy about the number of dropped calls I was experiencing on my line and a few other complaints. She was very attentive and sounded like she was generally concerned about what I had to say. She also informed me that I would not be charged to cancel my contract, and made it clear that as a long time customer she was seriously interested in keeping my business. You must realize when I made this call I had every intention of dropping suncom and going with cingular and was in no way looking for anything for free. To sum things up I walked away with 20% off of my bill for the next 2 years, my wife got a palm trio 680 for a very very generous price and I walked away with a brand new phone also for the very very generous price of free 99. I was so impressed with the service I received that I wrote a long email to suncom and sincerely hope that Angela gets a pat on the back or at least gets to see the email. I also made it clear to her before we ended our conversation how helpful she was and that she was by far the best I had ever dealt with at suncom. It makes things so much easier on everyone involved when people treat you like they actually give a sh$%, which in the world of cell phone companies is rare. I must take my hat off to Angela for doing such a great job!

phjrsaunt · Post by **phjrsaunt** » June 25, 2007 10:36 am

Speaking as one on the front lines in the Customer Service profession, thank you for taking time to recognize Angela.

jimolliemom · Post by **jimolliemom** » June 25, 2007 11:47 am

I'm in Florida for the Summer and there's a drive thru here with the greatest lady. EVERY TIME she begins with "Happy Monday (or whichever day it is) to you! This is Pat. Would you like to try our hot, fresh ...?". It makes a HUGE difference in my attitude. I'm already hungry....

So, HAPPY MONDAY TO YOU!

pair8head · Post by **pair8head** » June 25, 2007 12:23 pm

It is certainly refreshing to hear a good customer service story thanks.

On occasion when I get good customer service I have tried to make it a point to ask to speak to the reps supervisor right then and there and tell them what a wonderful experience it was and that the rep deserved a pat on the back. They are alway most happy to hear that.