Monthly Archives: February 2009

I have to laugh.  For years I have been complaining that customer service has gone the way of the dinosaur.   Its seems like every time I talk to some large company’s customer service, I either can’t understand them…or I can’t reach anyone.  All I wanted was someone friendly to listen to the issue I was calling about.

Today’s time spent on the phone with Verizon Wireless customer service proved you get what you ask for.  All I wanted to do was find out why there was an extra charge of $29 on my phone bill.  During the conversation I talked to the friendliest customer service agent EVER!

He has four kids, all teenagers.  He has been married for 24 years.  He took a job at Verizon Wireless because his daughter was running up the phone bill and he wanted to know why…and on and on.

This is WAY more information than I really needed.  But he was nice and took the $29 off my bill without me even asking.

I have to applaud large companies like Verizon for bucking the trend of outsourcing and ten layer deep voicemail, but when customer service agents start filling you in on their weekend plans at grandmas and what type of 401k benefits they are getting, its probably time to dial it back just a tad bit.  But they will get a good report from me in the social world of the web.  Bravo!