Somehow my old phone became possessed and despite several "I command you out demon" attempts by yours truly, I needed to take the leap and call customer service.
I spoke with a Customer Service Rep at Verizon and explained my situation. I told him how it was all good because now I had a pass from my wife to buy the new I-Phone. I don't think he responded to that, but who the hell am I to think that I can always be charming and entertaining.
I explained to him how frustrating my online experience was because they wanted to text a new temporary password and meanwhile the screen on my phone was shot so I couldn't access the new code.
He didn't say anything but I could hear lots of keys being hit on his keyboard.
He explained to me that I just needed to authorize one of my other lines as the main phone and we could start from scratch.
A few minutes later I was on my way.
As soon as my son gets home from school I confiscate his phone and call back Verizon because I now have another question.
I speak to a different rep this time.
She pulls up the notes gets me set up and then asks me what my plans are for a new phone.
I tell her.
She seems genuinely happy for me and tells me that I will love the phone. She asks if I would mind holding while she checks inventory before sending me to the other department.
Note: She did this to save me the inconvenience of getting transferred, waiting on hold, only to be told they were fresh out. I think some call this ancient art "caring"
She's back in a jif and then has to break the bad news to me that they are out.
I was nice but must admit my tone was similar to the kid who thought he was getting the bike for Christmas only to get a years supply of Shamwow.
But here's the best part. I really believe the person on the other line, was upset as well.
I told her no worries and that I would wait it out; then she did something pretty cool.
She said Paul, I follow your blog and I love you . . . Actually, I can't back that up, but did I get you for like a millisecond on that one?
Any who, she said, "let me check the Apple site"
Woh, Uno Freakin Momento, Stop the presses!
Her work was technically done and now she is going above and beyond?
Well you my dear, rock and I don't care who knows it!
She tells me, that it looks like they have plenty of inventory and then tells me step by step how to order it from Apple.
We part ways, I order the phone and balance has been once again restored to the galaxy.
It made me think that while the first customer service rep did nothing wrong he just wasn't outstanding.
Does that make sense?
He lacked personality and by way of confession I wanted to yell "CLEAR" a few times while defibrillating his personality but whatcha gonna do?
He also may have forgotten that while he has dealt with this numerous times or this is call number 50 today . . . this is my first!
The second customer service rep:
Removed the transaction and made it a "visit"
She cared
Went above and beyond without playing the old "It's not my job" card.
But most of all . . . She added the most valuable thing in the world . . .
It's the thing that adds meaning to the procedures, the experience and even the brand that she represented when she took my call.
She added herself!
The one truly sustainable competitive advantage!
Be outstanding today by serving up your job with a side order of YOU!