Verizon’s Got it Right
Author: Jim Mitchell
One day, out of the blue, my friend Susan started receiving frequent and somewhat random phone calls from a large technology company. The phone rang during the day, in the early evening, and even in the middle of the night. The phone calls were not the result of sales, collections or customer service activities. They were related to a malfunctioning voicemail system.
The technology company was having trouble solving their internal system’s problem and Susan and her family were tired of receiving the annoying phone calls. So, Susan contacted Verizon, her telephone service provider, to ask them to block the calls. She was pleasantly surprised by her customer service experience with Verizon.
The Verizon agent who answered Susan’s call was extremely pleasant and helpful. He patiently listened to her situation, was empathetic about it, and shared a few different options for how she could resolve the problem. After Susan made her decision, the agent gave her detailed information about when her new service would be activated, and told her the step-by-step process that she would need to follow in order to block the nuisance phone calls.
The next day, Susan received a phone call from a Verizon automated system, which confirmed to Susan that her that her service was now available. The system gave Susan the ability to input the telephone numbers she wanted to block. And, when she followed the process, she found that it was intuitive and simple, allowing her to set-up the service in no time.
Congratulations to Verizon for developing and implementing a customer service strategy that includes well-trained agents and the effective use of proactive, automated self service. The company was able to turn an extremely frustrated consumer (due to no fault of their own) into a very satisfied and loyal one.
Have you had a similar positive experience you can share?
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