Latest / HAVE FAITH LET IT BEGIN® / S9Ep:2384 When Customer Service Restores Your Faith: A Middletown AT&T Story

Transcript

S9Ep:2384 When Customer Service Restores Your Faith: A Middletown AT&T Story · HAVE FAITH LET IT BEGIN®

• 0:44
  Hello everyone and welcome to Have Faith, Let It Begin. I am in my vehicle.
• 0:48
  I am parked outside of my job. This is how Have Faith, Let It Begin has always
• 0:52
  run. And now we're doing this with you yet again.
• 0:56
  Folks, my name is Angel Santana. We are federally trademarked.
• 1:00
  This is Half Eat. Let it begin.
• 1:01
  This is season nine and this is season episode nine. And my God,
• 1:08
  look at me. I messed up already.
• 1:09
  It's season nine and it's episode number three. Can you believe that?
• 1:15
  Unbelievable. That's right. Tuesday was one. Yesterday was two. This is three.
• 1:21
  Well, I want to talk to you a little bit about something that we don't hear
• 1:23
  enough about. And that is great customer service.
• 1:26
  So I want to be honest with you. Most people are so quick to talk about the bad experiences.
• 1:31
  And sometimes, you know, we worry and concentrate more about what goes wrong.
• 1:35
  And sometimes when things go wrong, we tell our friends, we post online,
• 1:41
  and sometimes we let the world know as well. Social media, right?
• 1:47
  But sometimes someone, what happens when someone or something,
• 1:53
  let me rephrase this, hold on.
• 1:55
  What happens when someone that you're dealing with goes above and beyond their
• 2:01
  expect, your expectations?
• 2:04
  We don't always take the time to recognize that, do we?
• 2:07
  Today, we want to change that. I want to change that. I want to talk about my experience.
• 2:12
  Recently, I had decided to switch my service to FirstNet through AT&T.
• 2:17
  As many of you know, making any change involving technology can come with a lot of questions.
• 2:24
  You know, you want to understand what you're getting into, right?
• 2:27
  And what the benefits are and whether it's the right decision for you and your family.
• 2:35
  What I experienced at the AT&T corporate store, well, it's not a corporate store,
• 2:40
  it's a store, but I want corporate to know that this was a store location ID,
• 2:44
  121144 was exceptional.
• 2:48
  They're in Middletown Route 211.
• 2:50
  And the first person that I met the minute I walked in those doors was Nelson.
• 2:55
  From the moment I walked through those doors, Nelson welcomed me and immediately
• 2:59
  made me feel comfortable.
• 3:01
  He took the time to explain what FirstNet is, how it works, and how it could
• 3:06
  benefit those who qualify.
• 3:08
  What impressed me most wasn't just his knowledge. It was his willingness to educate.
• 3:14
  He never rushed me. He never made me feel like I was taking up too much of his time.
• 3:20
  He answered every question and made sure I understood the process.
• 3:25
  Even when others were interrupting him because they needed extra guidance,
• 3:30
  he would excuse himself, I would tell him not a problem, and he would answer questions.
• 3:35
  That kind of professionalism deserves a huge recognition, a huge responsibility
• 3:41
  of making sure that we commend his efforts.
• 3:47
  You see, it was more than a transaction for me. I had to write this stuff down
• 3:50
  because I tell you, there was so much I wanted to say and I didn't want to leave anything out.
• 3:55
  As the process continued, I had an opportunity to work with a fellow colleague of his, Justin.
• 4:02
  Now, anyone who has ever switched services knows that things don't always happen
• 4:05
  instantaneously or instantly.
• 4:08
  There could be questions, there could be delays, there could be moments when
• 4:11
  you need somebody to be patient.
• 4:13
  Well, that's where Justin also added to the flavor. Justin was exactly that.
• 4:18
  Patient, understanding, professional, and funny.
• 4:23
  But what really stood out was a conversation we shared during the process.
• 4:28
  You know, Justin opened up about the loss of his brother-in-law.
• 4:32
  And sorry about that, guys. We had my alarm telling me, you got to go to work.
• 4:36
  Hey, we're live. Can I tell you that it happens?
• 4:39
  So getting back to what I said, the conversation I had with Justin that he shared
• 4:43
  with me during that process was about the loss of his brother-in-law.
• 4:47
  And a few more moments into the discussion, we were talking about the phones and the services.
• 4:55
  We're talking about plans.
• 4:58
  We were talking about life. This is all what we're waiting because things are
• 5:01
  loading and et cetera and all that stuff.
• 5:04
  And we're talking about our families.
• 5:08
  We're talking about the people we love and the experiences that shape us.
• 5:12
  It reminded me that behind every employee, behind every employee badge is a human being.
• 5:19
  Someone with a story, someone who has experienced joy and heartbreak, just like the rest of us.
• 5:27
  Sometimes the greatest customer service comes from making a genuine human connection.
• 5:35
  And that's what we did. We got closer to completing the transaction and he needed further assistance.
• 5:41
  So we went from Nelson to Justin to Liz.
• 5:45
  Liz stepped in and helped bring everything together. She did.
• 5:49
  Liz provided me, and of course, the rest of the crew there that was there,
• 5:54
  additional guidance. She answered
• 5:55
  some questions, made sure that every detail was handled correctly.
• 5:59
  She was friendly, welcoming, and incredibly helpful.
• 6:02
  Watching Nelson, Justin, and Liz work together reminded me what teamwork looks like.
• 6:07
  There was no finger pointing, no frustration, no passing the responsibility,
• 6:12
  just three professionals working together to help a customer.
• 6:15
  And that says something, and that's something we're celebrating.
• 6:20
  So a message to all corporate AT&T and to all leaderships all over the world.
• 6:26
  If anyone from AT&T leadership hears this episode, I hope you'll take a moment
• 6:32
  to recognize the team at the corporate store there, or I should say the store
• 6:35
  location in Middletown, Route 211, ShopRite Plaza, 121144.
• 6:41
  Nelson, Justin, and Liz, they represented your company with professionalism,
• 6:46
  patience, kindness, and integrity.
• 6:49
  Too often, companies only hear complaints. And today, I wanted to share a compliment,
• 6:55
  a message to healthcare workers and first responders.
• 6:59
  That's what FirstNet was about. It's helping the first responders and healthcare
• 7:03
  workers get on that service.
• 7:06
  I also want to encourage healthcare workers and first responders and all those
• 7:10
  who serve their communities to take a closer look at that FirstNet.
• 7:14
  And remember, AT&T is the only one that offers this. The other places will offer
• 7:18
  you discounts, but FirstNet is a dedicated server.
• 7:22
  Take the time to learn about it. Ask questions. Explore the benefits available to you.
• 7:28
  There are many resources and services that can help you connect when it matters
• 7:32
  most. And that's what happened for me.
• 7:35
  One of the things I often talk about in this podcast is that kindness matters.
• 7:39
  We know and we never know when someone else is caring.
• 7:43
  We never ever know what kind of day they're having a smile matters,
• 7:48
  patience matters listening matters and when someone goes above and beyond we
• 7:54
  should never take it for granted,
• 7:56
  if we can complain quickly and publicly we should be able to will to also be
• 8:02
  willing to praise publicly and quickly Today, I want to do that exactly in that order.
• 8:09
  I want to praise, I want to compliment, and I want to make this public because
• 8:15
  my experience was amazing.
• 8:20
  So today, I want to thank you to Nelson, to Justin, and to Liz and AT&T.
• 8:26
  You termed that what could have been a routine visit into a memorable experience.
• 8:33
  And for those of you that are hopefully not.
• 8:36
  Offended, I'd like to end today's episode with a prayer. Heavenly Father,
• 8:40
  thank you for people who serve others with kindness, patience, and compassion.
• 8:45
  Help us to notice those who make a difference in our lives.
• 8:50
  Help us to be grateful. Help us to encourage others in the way that we ourselves want to be encouraged.
• 8:56
  And remind us that every interaction is an opportunity to reflect your love and your grace.
• 9:02
  And we pray this in your name. Amen. So with God's blessing, and mine to yours.
• 9:08
  Never forget that God loves you, God believes in you, God trusts you,
• 9:12
  and God is never going to leave your side.
• 9:14
  And to everyone else out there, never forget, have faith, let it begin. Take care.
• 9:48
  Men's Warehouse tomorrow. Dante, you're next. Great customer service.
• 9:53
  That's tomorrow's episode.