AshKFollowing the example set by Gary Steel in his post here about good customer service, I thought I’d throw in my own two cents worth.
This is a short tale about my interactions with an organization generally deemed to be an unlikely recipient of any good feedback – a mobile phone operator. This type of company tends to come in for a lot of grief, which is more often than not quite deserved. Things like dropped calls, outrageous fees etc. etc. all come to mind but I’m going to give Vodafone credit where credit is due for the performance of its personal customer (i.e. non business) mobile phone customer service team.
I’ve recently moved from a prepaid mobile to an on-plan iPhone 3GS that I inherited from a friend who’s bailed back across the Tasman in search of love and happiness. Despite the intense strangeness of my mobile arrangement with him and my fervent desire to get off his “Young Person’s Megabuck Plan #4” and onto the “Friendless Anti-Social Old Grump’s Plan #2”, the Vodafone call centre staff have never been anything but helpful.
My calls were always answered quickly (yes really) and I got what I was after every time, including answers to my seemingly endless clueless questions about plan changes. Today I got everything sorted, dropped the plan exactly as planned and even managed to carry over my bonus double minutes for three months deal with minimal hassle.
So kudos to Vodafone’s mobile department. Now it’s time to cut the mobile rates and make more than little old me happy…
Further to this blog entry, I’ve had another customer service experience with Vodafone that bears mention.
I called up to drop my plan to the lowest possible level while I’m travelling. The call was answered in seconds, the call centre rep was extremely helpful, sorted my queries out quickly and went out of his way to suggest ways I could save money by suspending the account. He was also emphatic about the costs of mobile data use while roaming and advised that I use it very carefully. Another great Vodafone interaction. Credit where credit is due.