Great Customer Experience

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I'm a Trusted Contributor
Posts: 766

Re: Great Customer Experience


@lunawrote:

Hi All!

Recently I called Rogers because I need help with something to do with one of my products that I needed some clarification on how to use it more efficiently..something like that. The CSR was most helpful and a very good teacher! Before the call ended she mentioned to me that my promotion was coming to an end soon. It was said to me in such a way that I expressed my gratitude for the heads up and so the way in which she told me was obviously with my best interest at heart.

Over the next week or 2 I talked with a few more people at Rogers about new promotions, what I could afford etc., and then was told about some new promos. 

A few days later I called back to just go over the offers and ended up talking to Saul in Moncton who was informative, great listener, very understanding and helpful. 

Typically before calling Rogers especially at renewal and negotiating time, I can feel an anxiety creeping up on me in anticipation of what it's going to cost me. Saul was has a wonderful sense of humour and we talked for a long time. Through the friendly, amusing chit chat he never lost his professionalism and was so committed to making sure I was getting the best of what I wanted in the renewal of my bundle.

By the time our call ended I not only was more than satisfied with my new promo I felt even more part of the Rogers family.

The other day I signed into my Rogers to check my new charges and found that my charges were all wrong.

I didn't panic, didn't get upset. Called back Rogers and talked with a couple of people in different departments

 


Congratulations on having such a pleasant experience!  

Congratulations as well   for being in the situation where  you can take so MUCH time to make that experience so pleasant for everyone .  Some of us are not blessed with  that particular situation and sometimes our  seeming lack of respect for Karma stems from the fact that   the business   we are dealing with also seems to show no respect for said principle   and makes dealings and communication excessively  complicated and  time consuming.  .  Smiley Wink

Like I said, I'm glad that your experience since your return to Rogers  has been so positive . 

I Plan to Stick Around
Posts: 17

Re: Great Customer Experience

We had a technician come by today, after calling for service this morning.   Internet is up and running faster, so thanks for the work done.   We are very pleased that everything is working better than before.Smiley Happy

 

 

Highlighted
Moderator
Moderator
Posts: 1,436

Re: Great Customer Experience

Hello, @Hayward

 

Thank you for sharing the pleasant news with the Community. I'm glad to know that the Internet is running faster after the tech visit and you are pleased. 

 

I appreciate your contribution and for your help in keeping the community a pleasant place to be.

 

Cheers,

The CommunityHelps Team

RogersMoin

 

I'm a Senior Advisor
Posts: 2,144

Re: Great Customer Experience

A great experience with Billing staff today

 

I had to contact billing today to confirm how to manage my payments, as I had a fraudulent transaction on my credit card and the bank cancelled the number to prevent any further fraud by the company (not Rogers).

 

Just an FYI, if you used to be a Crackle user, Sony no longer provides the service in Canada and when I tried to log in I ended up at a site that requested payment to continue with Crackle "like" services.  I goofed and got dinged - my error, but it looked very real.

 

Back to the great service, the rep Jerret talked me through how to take my billing off auto payment on that credit card, and put a note in case, the system accidently processes something in error and I get dinged with a refusal to pay on the now cancelled card, or any late fees and that if I experience any fees related to this, to call in with the transaction number and they will fix it.  He proactively gave this solution as soon as I mentioned my cancelled card and typical auto payments.

 

He was very kind and sympathetic which I really needed after this experience and the fact that it was the last thing I needed as I had surgery three days ago.

 

So kudos go out to Jerret, his training and his compassion.

 

Bruce