Doesn’t that title just catch your attention? Well it should. This is a story of the best and worst of customer service from the same company. On February 19, of this year I am sorry to report that we lost a truly great man in our family, with the passing of my eighty-seven year old father-in-law. A couple of days after the funeral I spent the day, with my husband and brother-in-law making the necessary phone calls; utility company, pension fund, motor vehicle, banks and the cell phone company.
That day I spoke with an efficient, empathetic, well trained team member named Peggy. She walked us thru getting a code that she sent to his phone to verify the account, took all the necessary information, handled sending out a box to return his phone in and explained the final billing to us, which would be nothing once the phone was returned. She handled everything like an expert and hung up only after expressing her condolences. We were relieved to have one more thing checked off the list. The box was received as expected and we promptly returned the phone as promised.
A couple of weeks later we received a call from the team at my father-in-laws bank letting us know that a charge had been attempted against his now closed account, from the cell phone company. I assured her I would take care of it, as we had been assured it would be by Peggy. I thought no worries, since our experience with their team member had been so pleasant and professional.
With the kindness and courtesy with which we had been treated still fresh in my mind, and the notes from the previous call firmly in hand, I confidently called Verizon to inquire. This time a young woman answered and gave me her name as Marissa. I explained the entire sad situation, gave her my now deceased father-in-laws account # and phone # and asked if she could help. She told me she would have to speak with my father-in-law in order to access the account. Thinking she hadn’t heard me, I repeated that he was deceased and gave her the date of his passing. She politely asked me if she could put me on hold, to which I amicably agreed, naively thinking she would come back on the phone and all would be well.
She did come back on the phone, only to again tell me that in order to access the account and tell me anything she would have to speak to my father-in-law. Again, and now with some irritation behind my statement, I told her he was dead. She began to quote me FCC and privacy regulations. I again, more forcefully now told her that my father-in-law had passed and that Peggy had gladly helped us and gave her the date of the previous call. She told me that didn’t matter and that unless she could speak with my father-in-law there was nothing she could do. That’s when I asked to speak to a supervisor. Instead she again went on referring to the FCC and privacy regulations. I couldn’t help it, the bitch in my head burst out with, “Well let me just go dig him up and see if he is available to speak with you!“ and insisted on speaking with a supervisor.
After my frustrated demand and frazzled request, she put me on hold for forty-five minutes, checking back with me every couple of minutes and letting me know her supervisor was on a fraud call and would be a while. I would assure her each time I had no problem waiting. I waited, and waited, and waited only to have the call eventually disconnected on their end. Not to be discouraged, I called back and this time, spoke with a wonderful young man named Tony, who completely and courteously took care of the situation and was appalled by his fellow team members behavior and kept apologizing for it. I assured him he had no need to apologize, thanked him for his attention and assistance and did ask that he please inform a supervisor of my experience.
Three people, all trained the same, all of the human race, all working for the same company yet two very different experiences for the customer; Two people courteous, professional, empathetic, and attentive, one who was callous, unprofessional, dismissive and rude. How does this happen? How can a company be so randomly represented? I am absolutely positive this was not their intention or policy, as I have never received bad service through them, ever. That is why this was so very disturbing given the situation. How many of you have seen this type of random service where you work? Tell me how you have seen both ends of the service spectrum and how you handled it?