Yesterday I called Charter Communications about my cable TV service. It's a long story, but let's just say I made some changes and thought the $115.00 charge for closing my old contract with them was over the edge.
First I spoke with the lowest rung on the service chain. She was very nice but tried to understand my predicament. She turned me over to the next highest service person who had the same problem. She, too, sent me to a higher level.
I landed on the phone line with someone who obviously knew his stuff. He was very confident and knew all the right words. I felt like I was on trial so I used my "It's just not fair, is it" approach. There was a silence for about one minute. I just waited. I could hear he was doing something out there in Charter land.
"Ok, Greg. I've just credited your account by $115.00. Is there anything else I can do for you?"
I was feeling very good about myself for staying with the issue for half an hour and also happy about Charter. I said, "You've made my day. Thank you!!!"
So, my good turn here is to tell you, my readers about how a big company like Charter will listen to your complaints and act on them if you make a good case.
What I learned from this experience. People are people. They will act according to how they perceive their employer would like them to act. Thus, I think Charter wants a good customer experience. Customer service is important to Charter and many more companies these days.
If you feel right about what you are complaining about, stay with it. Speak reasonably on the phone. Make sense and magic things can happen.
I searched "good customer service stories" and came up with...
10 Stories of Excellent Customer Service
Outrageously Good Customer Service - (NYT article)
I searched "one good turn deserves another" and came up with some good customer service stories.
At Wallyhood.org a Seattle neighborhood blog
One Good Deed Deserves Another, And Another
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