Bravo Zulu! A Cingular Rep that deserves recognition!

A little preface about myself:

Before I joined the military in 2003, I was a reservations agent for United Airlines' International 100k and Executive Services departments. I bet there's a lot of good stories I could swap with the CSR's here...

Well, I've been an AT&T Wireless customer since 2002, and had enjoyed both their service, and when the time came, cost-friendly options to upgrade my phone (Sprint management should take notice there, but I digress.)

Recently, after the much-lamented SBC buyout of AT&T Wireless, I wanted to upgrade. My phone of choice? The svelte Treo 650. It's everything I want in a phone. After dialling 611, and making my way to the 'Upgrade Equipment' option, I was greeted by a cheery agent who told me that yes, the Treo 650 was eligible for my corprate plan upgrade discount at a very reasonable $349 +tax ($50 less than new customers!). However, the phone was on backorder. Understandable, since the Treo 650 is a very popular model for Cingular (let alone Sprint and Verizon). She was also the bringer of good news when she told me I could by a 'debranded' version of the phone, which would be compatiable with my AT&T Wireless plan, at the same rate.

So patiently, I calle on average twice a week to jump on the opportunity to buy the phone. This went on for the better part of a month until I was told last Friday that the phone was now in stock. Then the (less cheerful) agent told me the phone was charged as $449 +tax. I asked about the previous quote of $349, to which she said that the 'old version' of the Treo 650 was at $349 but this 'new' version they just got in had 'improvements' and was no longer eligible for a discount. Nothing I could plead would change her opinion or curt demeanor.

Falling back on my knowedge of CSR training, I went ahead and bought it anyways, and intended to explore means to get reimbursed the difference. We (CSRs past and present) know there are things that can be done in the name of good customer service, right?

Well, I got the phone this morning and gleefully ripped open the FedEx box. Inside, my drool-worthy Treo awaited, along with a charge slip showing I had not been billed $449 as the second agent told me, but a FULL $499 +tax!

Keeping in mind I'm an E4 in the Navy, $500 is 2/3 a paycheck before taxes!

So this evening I called in, upset, but calm. I was greeted by this cheerful young woman with a southern-US accent (AT&T/Cingular has a call center in Texas, if I recall?) I calmly explained the story to her, and she said she'd gladly look into it and put me on hold. I waited probably a couple-three minutes and she came back to check on me and to assure me she was still researching the issue (now THOSE are good CSR skills!)

A couple more minutes later, she came back and acknowledged that there was some pricing error and that in fact, the phone WAS $349. She gave me the option of returning the phone and she would even credit my account $9 to cover the cost of shipping and then re-sending me a new phone, charged at the $349 rate.

Still excellent skills, but it gets better...

I asked if it was possible to save the hassle of shipping, since I had already set up the phone, etc. (plus, it's really hard for me to get off the boat in time to ship packages out in the evening) if I could just be credited the difference to my wireless bill (where the phone was originally charged). She said that she couldn't authorize that on her own, but she'd check into it. After a brief moment on hold, she said her supervisor was able to authorize the credit, totalling $158 to cover the difference plus tax.

I could have been happy and left it at that, but I went further.

Back at United, there was an internal program where a customer could ask to speak to a supervisor to compliment an agent on their work. Nothing monetary, just a management recognition letter, but those can make all the difference to a CSR nonetheless. I asked the Cingular rep if they offered such a program, to which she replied that she was not sure, though there was an option to write a letter. I asked her, if she wouldn't mind, that I'd like to talk to a supervisor regardless to congratulate her. A few moments later, I was greeted by a supervisor, and I explained my past as a CSR and how we used to like getting recognition for a job well done, etc. and that I had experienced a level of courtesy I have not had from any company -- ever. The supervisor assured me the agent would be rewarded and thanked me for my comments and service (as a customer).

Sadly, I do not remember the young woman's name, as I am bad with names. But I wanted everybody here to know, despite all the bad rep that Cingular has recieved about their customer service, there are still some star performers out there who really go the extra mile, and make all the difference.

We have a saying in the Navy for a general recognition of praise, a person is given a 'Bravo Zulu' from the command. In this case, a big Bravo Zulu to the agent, and lets hope that some of the less-friendly agents take notes from her skills.

Bravo Zulu to you sir... for recognizing that people can make the difference and errors do occur....

Fair winds and following seas!

Reps who care about how they do their jobs can someimes seem scarce (Cingular has around 40,000 people employed to answer phones,) but those of us who nail it love to bask in being in the position of asking our bos to come and hear about how well we've done. How many other jobs offer that opportunity? Tips are the norm, but someone's time is worth more, in many cases. Thank you for recognizing that rep! Shes likely deserved it far more often than it's been acknowledged.

I worked for Cingular for 7+ years as a retail sales rep and a store manager. Sadly, Cingular has lost a lot of experienced people over the last few years due to layoffs, downsizing, etc., but there are still good people there. All companies have good and bad people. I can tell you as an ex-manager and a current business owner/agent for Cingular, I loved hearing "bravo zulus" about my employees- I've always said that "atta boys/girls are worth their weight in gold.

The best part of my job is introducing myself to a customer who wants to praise the agent they just worked with. I'll skip anything going on to make sure that a rep gets their recognition for how well they've done. My least favorite thing about this job, is how few reps are recognized this way whn they deserve it. Yes, the company mandates that all callers recieve star treatment, but our reps generally work only with people having bad days, drunk days, antagonistic days, any combination, or worse. No one calls because everything is great, the service is hummin', and they just want the company to know it. Right now, I'm at my desk, just finished the worst of the paperwork, and I'm waiting for the shoulder-tap of an agent who would like for their caller to have a few moments of my time to compliment the agent's performance. Hope I don't wait too long!

Bravo Zulu! A Cingular Rep that deserves recognition!

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