Can you hear me now?
Happy New Year!
Snow was falling when I filed into the AT&T company store at the
outdoor mall near our home. My Blackberry had suddenly given me a “white
screen” (frozen up) while perusing e-mail and didn’t work the rest of the day.
Relying on my Blackberry from which to operate my business when not at home, I
made a mad dash for the nearest AT&T company store at my first
opportunity.
I was greeted warmly by sales associate Ryan, and he took a look at
my Blackberry. To make a long story short, I had to get a new one. According
to their computer system, my account didn’t have insurance for a new phone.
However, I informed Ryan that I could produce a receipt which showed that I did
purchase insurance when I bought the phone. Now, some business folks could
disagree that taking a customer’s word over what a company has in the digital
records may not be good business practice, but Ryan and his manager took my word
that I could produce the receipt detailing the insurance coverage purchase.
Well, that and I have all of my phone, cable, satellite, and internet business
with AT&T.
Ryan went the extra mile in listening to my need and worked towards
a solution, though the solution wasn’t within his “authority” - he gave me a
new phone with what appeared to be no record of insurance. He worked towards a
solution with me, set up my phone, and even wrote down a website where I could
create my own custom ringtones.
I walked out of AT&T as a very happy customer not only with a
new Blackberry, but also with a new touch screen phone for my husband (a
Christmas present), complete with insurance for his phone and a phone accessory
case. Great customer service on Ryan’s part turned an unhappy customer into a
very satisfied customer who bought additional products and
services.
What is the lesson in all of this? If we listen to our
customer's problem, work towards a solution, and go the extra mile, we not only
we gain a satified customer, but a loyal and repeat one in the
process.
By the way, I returned the next week, with receipt in hand from the
AT&T distributor who had sold me the phone and the pricey insurance
plan.
Until next time, be your best always,
Darcy
Posted by Darcy Keith at 1/21/2010 9:49 PM 
Categories: uncategorized
Tags: Blackberry Motivational Speaker Inspirational Speaker customer service ATT Darcy Keith
Categories: uncategorized
Tags: Blackberry Motivational Speaker Inspirational Speaker customer service ATT Darcy Keith
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