My personal cell phone was given to me by Fred Flintstone.
At least it felt like the phone was that old. I’m embarrassed to say it wasn’t very smart and it was a product from the last century. It was an old LG flip phone that I use to call my mother on my ride home from work. I kept the phone for sentimental reasons since the speed dial on #20 was listed as Mom and Dad. Dad had passed away in 2009 and I was attached to the feeling behind the phone, not its function.
Sadly, my stone-aged phone died this past week and I had to replace it. I knew I’d get an iPhone but needed help figuring out the differences in the plans. And that’s where I met Tervonne Cuffee, the Solutions Manager at the store not far from where I live in Raleigh. I was shocked to find great customer service at a Verizon Store. My expectation were set pretty low and the last thing I anticipated was Trevonne.
I did have to wait about 25 minutes but it was a rainy weekend day and I wasn’t in a rush so I wandered about looking at the choices. Trevonne greeted me and provided outstanding customer service. I knew I had to post about it to remind myself and my readers how much one person can make a difference in defining a brand experience. Here is what she did that made my experience so special.
Great Customer Service
- She looked at me. She didn’t just talk, but she looked at me and listened as I explained what I needed.
- She kept asking questions. She probed to understand how everyone on my family plan used their phones to understand the best options.
- She was remarkably patient. She didn’t rush me even though the store was packed. She didn’t push me to make a decision. She calmly, repeated the options and wrote down the choices so I could see the impact on my bill.
- She found a way to save me money. I have been a Verizon customer for almost 17 years so I was entitled to special discounts and options. However, she kept digging to see how else she could help me get just what I needed.
- She kept her promise. She said she would clean the data off my old phone and donate it to a woman’s charity for victims of domestic violence.
- She did try and ‘upsell’ me some other products, but did it in a way that was not annoying but was natural in the flow of the discussion. When I mentioned how much I liked the free tablet I got last year when I upgraded my wife’s phone, she asked if we could use another tablet in the house. Her approach was conversational and didn’t feel pushy.
- She thanked me for my business. I miss people saying thank you and really meaning it. I felt like Trevonne meant it.
- She said that as a store manager, she wondered if my service and experience could have been improved. She was really interested and I shared a few thoughts and ideas on how it could be improved. For example, no one updated me on my status as I waited for help. She informed me that her team members should have done that, and she will make sure that this part of training is reinforced.
- She walked with me out of the store. I liked that when our business was finished, she escorted me to the door and opened it and shook my hand, looked right at me, and said thank you again.
[Tweet “In a world of curt, careless customer service, Trevonne from #Verizon surprised me. “]
Trevonne was well trained, personable and acted like a real human being, not a sales person at a Verizon store. She was remarkable – which is why I am remarking on the wonderful job she did in helping me.
The moral of the story is clear. When you have a great customer experience, you realize how valuable it is to make a brand stand out. Are your customer’s raving about how they were treated when they last bought from you? If you are in the market for a mobile phone, please say hello to Trevonne Cuffee at the Lassiter Store on Six Forks in near the North Hills Mall or give her a call at 919 810 5451 or email her at trevonne.cuffee@vzw.com
Tell her Jeff, the guy with the prehistoric cell phone, sent you.
Are you confused how to create remarkable customer service? Give me a call and let’s talk about your situation. I promise I’ll make Trevonne proud.
