At Least There's One Crackerjack Rep at Voicestream.
Written: Jan 23 '02
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Pros: Danielle, Rep # 1724268
Cons: That the rest of the Voicestream Customer Service Reps aren't like her.
The Bottom Line: Maybe, other people will read this and choose Voicestream. At least they will know, who to contact if they ever did have a problem after picking Voicestream.
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| tarliebear's Full Review: General Reviews of T-Mobile Customer Service |
You have got one of the best Customer Relations Management tools built into one person I have ever had the pleasure of talking to. I'm talking about Danielle, Rep #1724268.
I am not in the habit of writing "That a girl" letters. As a matter of fact, this is my first one. So by default, it must say a lot about how much I was impressed with such extraordinary trouble-shooting abilities and skills to take the time to write such a letter.
I have dealt with many companies and the true test of quality & service is tested when a problem surfaces. Danielle, with the help of Donna, knocked this problem out of the park.
I had been in Voicestream "purgatory" for months and months due to a computer system program and well meaning; but, limited-abilitied representatives. I was told one thing by one service representative only to be told later, I either misunderstood; or, the prior representative was not as informed as the person I was talking to now.
During, these last few months of problems, I had been eyeing other cellular services that offered free nights and weekends. I was so fed up with my situation, I looked foreword to the day when Voicestream was out of my life for good.
Then when I called customer service to get a fax number for customer relations to fire off my last contact letter with Voicestream, I got Danielle. I thought to myself, "What the hell - So I tell my tale of woe one more time. What could it hurt?". Little did I know; and, what to my wondering mind should appear, but one "Cracker Jack" girl. I figured, even if she meant well, what could she do that that the other ones couldn't? and I'm sure that she too will "look into this matter and get back with me"; and, end up getting "busy" too. That evening I went home to see my cell phone showing "1 missed call". My jaw literally dropped to the floor. How?!! What?!!
So, I called in the next day, literally bewildered & disbelieving. Is this all fixed now? That's when I talked to Donna #1724041. She said it looks like Danielle fixed it; but, for the service cancellation part - I will take let her know and try and insure that your service is not interrupted.
All's I can come up with after this experience is Danielle's supervisor must also be a "Cracker Jack" too. So either, he is just lucky as hell to have a girl like Danielle working for him; and, representing his employee management abilities; or, it's got to say a lot about his ability as both a manager and supervisor to create CrackerJack Representatives to be that good to be called a Cracker Jack. I think, both....because he had to allow her both the time and discretion to ferret this matter out. I'm sure the Voicestream corporate rhetoric is that this level of service should be what I should expect from every Voicestream Rep. And maybe I should - But, guess what? It didn't happen for me till Danielle.
Both her and her Cracker Jack supervisor should be recognized as going above and beyond satisfactory service. Not just because of what they did for me. These people should be recognized because I doubt I'm the only customer they take care of so well on the first call. My guess is that people that get routed to their office experience the best customer service and have any problems or concerns addressed right away. It's people like these, that take the extra time and effort, that must save Voicestream a lot of money. It stands to reason, that if the customer can be taken care of this quick and efficiently in one call, that customer doesn't have to call time and again; and, that frees up the available resources for just "new" problems.
Honestly and Truly, When my contract is up, I'm not going to be in the market for another cellular service. They may offer free nights and weekends - But, I doubt their customer service could beat what I just experienced.
I think Danielle has the where-with-all to be a Supervisor. And her Supervisor, Jeff Feekin, should be promoted to train other supervisors in Customer Relations Management.
If Voicestream can get more people like these running the show, I have a feeling Voicestream will do a better job of maintaining the customers it has; and, getting more, by word of mouth. I can only hope that this letter makes it to the top and is taken seriously, by the powers that be at Voicestream because I am a vocal example of just how bad; and, how good that things can get at Voicestream.
By the way, I'm also publishing this letter on the internet at both http://www.epinions.com and http://www.planetfeedback.com. Maybe, other people will read this while they are shopping cellular services and decide to choose Voicestream. At least they will know, who to contact if they ever did have a problem after picking Voicestream.
Sincerely,
Charles
Acct # 141131755
Recommended:
Yes
Amount Paid (US$): Priceless
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Epinions.com ID:
tarliebear
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Reviews written: 12
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