Now this is what I call Customer Service!
When I opened my mother’s cell phone bill the other day I thought for sure I was imagining the numbers. Then I realized what had happened………
After an extended hospital stay, a rehab stay, and being bored with television, her “20″ minute per month plan didn’t cut it. So I picked up the phone to call Verizon Wireless. (I called from my land line just in case).
Now first of all I spoke to a person. Yes, I had to go through a couple of prompts like entering the number in question and whether or not I spoke English, but I spoke to a person. And not only was Pam a real person, she spoke my language; the version of English that I use on a daily basis.
I explained to Pam what happened and was not looking for anything but what we could do moving forward. I thought there were some features that mom had not taken advantage of….like their Friends and Family allowing you to talk to up to five people unlimited out of network.
We talked. Pam didn’t read me a script. She actually was thinking and using her brain. We made a few changes to the current billing period; changed mom’s plan to get her in line with her current usage and then Pam made a few other suggestions like changing the plan back to her “20″ minute plan when she is back home using her land line or me adding her to my plan as a family member since her normal usage under ordinary conditions would easily be accommodated.
Then she told me to hold on; she would be right back. I waited in silence; not listening to annoying sales promotions or instrumental versions of Lady Gaga. Pam came back and told me that not only was the current billing period being adjusted for the new plan, but the bill in my hands, given the unusual circumstances of mom’s health, would be adjusted to reflect the new plan as well.
This is why I have been with them since the early 1990′s and why I’m not planning to leave in the very near future. Is there a better plan out there? There’s always a better plan being offered by someone. But to me it’s about the following:
- Knowledgeable people who
- Speak my language while
- Using their brain and are
- Really there to help, not navigate their way through a scripted flowchart of “if-this then-that” scenarios.
Can you say this about the companies you deal with? Better yet, can you say this about the company you work for?
In the end she’s still out-of-pocket due to prescription co-pays, but Verizon did an amazing thing. The health care system…..we’ll save that for another day.
