Customer service

[Nibor31]

I  want to suggest that Chad at Level 2 of Customer Care in the Porting Department be promoted immediately!  He recently provided us with a textbook defining example of customer assistance.  In every way, he went beyond what 6 other reps and sales people could not.  In an almost unheard of scenario, he was steps ahead showing; great listening skills, real empathy, acutely analytical insight, sensitivity to jargon and Complete follow-thru.  From the first seconds I felt I was in the hands of someone that  wanted to fix an “impossible” situation.  Once Chad fully grasped that something that every other rep said was not possible, in fact was, he methodically and attentively went about verifying, documenting and reiterating the possible fix.   He interfaced with other departments and relayed the problem’s status without putting me on hold, but for one brief period!  We had been on multiple phone calls for six hours all told before this to no avail.  Twice our new service order was lost or didn’t show and four other calls yielded  more wait time with unsuccessful results.  Chad: Than you!  You saved our order and have provided a great measure of customer relief and confidence again in a system that all too often fails people.  Bravo!

[Kh-Phil · Accepted solution]

Hi Nibor31,

We are very sorry you did not have a good initial experience; that's not what we want our customers to experience.

But wow!  What great compliments to Chad at Level 2!  It sounds like he was able to resolve your issues and hung in there until you were satisfied.

Thanks for taking the time to share your positive feedback. We strive to provide the highest level of customer service each day and we’re glad to know that Chad was able to deliver that to you!

[Kh-Phil · Accepted solution]

Hi Nibor31,

We are very sorry you did not have a good initial experience; that's not what we want our customers to experience.

But wow!  What great compliments to Chad at Level 2!  It sounds like he was able to resolve your issues and hung in there until you were satisfied.

Thanks for taking the time to share your positive feedback. We strive to provide the highest level of customer service each day and we’re glad to know that Chad was able to deliver that to you!

[vzw_customer_support · Accepted solution]

We will lift the feedback up!!! We are so glad to hear Chad was able to get your issues resolved! Thank you!

-Anthony