A Customer Experience and Then Some....
My recent textbook case of what not to do to please a loyal customer of 15 years... This past Saturday I experienced some issues with my smart phone. After trying to troubleshoot on my own for about 2 hours, I called my carrier to speak with someone in tech support. The agent on the phone was friendly, professional, and very knowledgeable. She walked me through numerous procedures to identify whether it was just a broken SIM card or the phone itself. After roughly 3 hours of trying different things, we realized that nothing was going to correct the problem. I was surprised when she stated she was going to arrange for replacement to shipped and delivered the following Monday. In addition, since we were unable to fully resolve the issue, I would also receive a credit on my next bill. Once the call was completed, I received a text message asking for feedback on the call and service provided by this agent. I answered th...