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Can You Trust Good Customer Service?
Author: Anne McLain
April 24, 2006
Let’s face it. SBC and AT&T don’t get high marks on the customer experience meter. But I have to admit, their new partnership may be having a positive effect. I just had a second phone line put in at home. I ordered it on a Thursday. They promised hookup by Tuesday. On Monday, they called to say they’d be out between 8am-12pm the next day. Tuesday morning at 9am, the technician called to say he might be there closer to noon (although we didn’t need to be home).
He arrived around 10:30am, came to the door to introduce himself, and shook my husband’s hand. He quickly finished the work outside and our phone line was ready. How refreshing! Later that week, the line was dead. Ah, could the great service be a fluke? I knew the phone company couldn’t be trusted! We sent an online trouble ticket. A technician called within 15 minutes and said he’d be there within 45 minutes to check things out. He was there within that time and in a few minutes, our line was restored (cause: unrelated construction work down the road).
Wow! It made me feel so differently about our phone company. But I still don’t know if this good experience makes me trust them. I am “satisfied” with the work done but the proof will be in the pudding with future encounters. Good going, SBC/AT&T. Now, keep it up! Anyone else out there have a good experience with them?
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I’m just glad they stopped asking me to rate my satisfaction with the “help” they’d given me on every call. Especially since most calls didn’t offer ANY “help”.
Comment by Brad Farris — April 24, 2006 @ 4:13 pm