Barely one month ago I wrote about how the local Shaw cable office made up for a poor client experience, and then today their sales department did it again.
I got a call asking if I wanted internet, to which I laughed since I was talking to them via Skype (over the internet). I’ve had cable and internet here for about 10 years.
After a few minutes the sales rep figured out why he hadn’t seen that I had internet and was apologetic.
Before he could hang up I started to ask him if I was still on 2MB download speed (I was going to ask what it would cost to upgrade)…
Before I had to ask, he told me I was on an old plan and that I could probably get a substantially faster connection for just a few dollars more. He explained that he couldn’t do this for me and he started giving me directions how to contact the correct department – but then stopped himself mid sentence….
“Maybe I can get our team to contact them for you, may I call you back in a few minutes?”
I told him I had a meeting coming up in 20 mins, but yes, please do.
5 minutes later (at most) he called me back and told me I could get high speed for just $3/month more and next year it would probably go up $5/month… but if I gave them the go-ahead they could do it immediately, without affecting my up coming meeting.
Of course I said yes, and within a few more minutes the modem rebooted itself and voila!
This is exactly how customer SERVICE should look. I barely had to bring up the issue and he just stepped up, and took care of me, every single step of the way.
I told this story to another senior team member during my meeting:
“Wow, how often do you hear that?” she laughed “And especially about a Cable company?”
Well, APPARENTLY, twice per month! LOL