In a recent trip across the border to Canada, I used a significant amount of roaming voice and data on my handset. At the time I believed this might have amounted to a small roaming charge, but certainly not the $400+ I was later informed about. Remarkably, I did not experience the gut-wrenching grief of receiving such a shocking invoice, nor did I have to make a painful call to customer service pleading for mercy! In the midst of my trip, my carrier noticed this usage, added a $29.95 Canada Roaming to my plan, and left a voicemail with an explanation and phone number to call when I returned. Brilliant!
Furthermore, returning the call resulted in a real live, living, breathing person who promptly connected me to the individual handling my case. The CSR instantaneously knew who I was, what I was babbling about, answered my questions and made the necessary adjustment to my plan now that I was back in the US. I don’t remember reading about this in the contract, but what a marvelous, mind-boggling, and extraordinary concept: Make a customer smile!
Acting in my best interest, this proactive approach to customer service far exceeded my expectations. Now being in the business, I do realize that that the CSR was not some guardian angel, sent to save me from impending roaming charges doom, but rather part of an organization capitalizing on their billing and back-office system to provide superior customer care. It’s likely that the CSR merely receives a daily report, similar to the CostGuard’s More Roam than Home report, spent a few minutes to contact me and probably flagged my account with a follow-up. Nonetheless, this minor effort will undoubtedly yield far more advocates and brand loyal customers like myself, resulting in a profound effect on the carriers’ bottom line.
Currently rated 4.0 by 1 people
- Currently 4/5 Stars.
- 1
- 2
- 3
- 4
- 5
