Isn’t it great when you notify a company of a problem and end up having a really nice customer service experience? That’s what happened to me last week when I called my cell phone company about a charge posted on my recent statement.
I told the customer service rep that I had inadvertently ordered the product appearing on my bill and then immediately cancelled it because I realized my mistake. I explained that I’d even received a text showing the cancellation.
The service rep proved that she was listening to my explanation when she pleasantly and correctly repeated my situation back to me. She then asked if she had stated the issue correctly. I LOVE it when someone hears exactly what I’ve said!
She apologized for the error (even though it was ME that had caused it in the first place!), and gave me her opinion of what had probably happened. She then proceeded to check into the charge, detailing each step as she went through, and reported that she’d take care of the charge and give me the $19.99 credit.
I’ve been a loyal AT&T customer for years, and this experience insured that loyalty for many more years. It reminded me that truly listening to the customers, and letting them know you’re listening, pays off for companies.