I just got off the phone with Mrs. Webb at AT&T. I needed to call customer service to get a bogus charge taken off my cell bill, and wasn't looking forward to it because... well, many of us know how frustrating it can be to deal with At&T customer service, right? just a couple of weeks ago I had to call because, in a grand and totally confusing reconfiguration of our modem/wireless service last year, we had no idea what our WEP password ended up being - none of the numbers on the modem were working, so we couldn't help out our houseguests desiring internet use. I thought, 'how hard can this be? I call customer service and they look at the service page and tell me what password their tech assigned it.'
nope.
they had to reconfigure the whole thing again from scratch. I think that's the fourth or fifth time we were assigned a new network name and password, plus it took forever.
so, understandably, I was hesitant to call and attempt to get this last, piddly $2.15 charge taken off of my bill. I've made these sorts of calls before, and the results can be spotty.
enter Mrs. Webb. who, despite computer glitches on her end, managed to remove the charge, verify that further interaction with that service is blocked, and save me $10/month on my cell phone bill. normally I'm wary of the deal at the end of the call... 'by the way, you could be saving this and such if you'd switch to yakkity boo'... but, the way Mrs. Webb blunty put it, 'You wanna save $10 a month for doing what you're already doing? we've got a new plan and you're under the old one'... who wouldn't go for that? she's also from Arkansas, sounds like someone your mom knows, seems as frustrated as you that things don't work like they should, and just thinks people should save money right now if they can. when she asked about her service today, I said something like, 'you were great... I didn't mind the wait as much because you sound like you care, and you sound like you live where I live. it's way better than talking to someone with a foreign accent who mispronounces my name and sounds a million miles away. it really does make a substantial emotional difference and I hope this call was recorded and that AT&T's president listens to it.'
because that's how Mrs. Webb made me feel. you need more Mrs. Webbs, AT&T.
4 comments:
For future reference, if you are on a mac and you have your pasword saved it goes to the keychain. You can just open the keychain program (under utilities) and it should be there. :) Glad you had a good experience with AT&T, that is rare for me.
I will personal ask for her next time I call....
Mel, weirdly enough we couldn't get the MacBook to give us the password through the keychain... Totally odd. Thought maybe AT&T could help us figure that out, right? Uh-uh. Nope. I grow a little tired of their service techs saying they've not been trained on macs - you guys had a special deal with Apple, for pete's sake!!
I've learned that anytime you have a good experience with customer service you can ask, at the end of the call, to be put through to their supervisor or supervisor's voice mail and leave positive feedback for them! I had a doctor do that once when I was in her office--she was talking to an insurance rep--and I thought "brilliant!"
Post a Comment