We received a notice in the mail today confirming the new DSL service for our
\noffice. For only $44.99 a month, we would be connected to the “Pro” speed DSL
\nservice. There was only one problem, we had signed up for service at $36.99.<\/p>\n
<\/p>\n
Our DSL activation with SBC<\/a> When we were ready to move into the space, our original appointment did not There were some bright spots in our dealings with SBC however. The tech that This brings me back to today’s notice. When I called SBC to inquire about the Wrapping up the call, we got to talking about the process of DSL activation. It’s not that we never receive complaints concerning customer service. We <\/a><\/p>\n","protected":false},"excerpt":{"rendered":" We received a notice in the mail today confirming the new DSL service for our office. For only $44.99 a month, we would be connected to the “Pro” speed DSL service. There was only one problem, we had signed up for service at $36.99. Our DSL activation with SBC has been a circus. We called … Continue reading An Empowered Employee at SBC<\/span>
\nhas been a circus. We called before our move in, stating that we would be
\nassuming occupancy at the first of the month, and that the existing tenants of
\nthe space should not be disturbed. The next day we receive a call from the
\nexisting tenants, the SBC tech was there to hook up phone service- as if it was
\neven remotely possible to have service hooked up the day following one’s call.\n<\/p>\n
\nshow up in the system, and the activation for our phone and internet service had
\nbeen pushed back. This required several calls to SBC, which did not result in
\nthe usual greeting and promise of, “how can I provide you with excellent service
\ntoday.”<\/p>\n
\nwas eventually dispatched was excellent. He hooked up all of our jacks and
\nconfigured our phones, and without charging us the standard per jack fee that
\nwould have amounted to hundreds of dollars.<\/p>\n
\nbill, the representative, Steve, checked the account. Despite the fact that the
\naccount was still pending, and he could not make changes today, he said he would
\nmake a note and take the appropriate steps to fix the problem. <\/p>\n
\nThat’s when Steve offered to credit me for a month because of the difficulty we
\nhad with the process. That was a great gesture, and I appreciated it given all
\nthe problems we had. When I compare this experience with the sequence of
\nindifference and denials I faced speaking
\nwith Nextel representatives<\/a>, it is clear the value of empowered employees,
\nespecially in large organizations.<\/p>\n
\nrecently received a complaint from a customer with a concern about his bill. The
\ncustomer was a valued client, and rather than argue over billing, we just told
\nhim to pay what he thought was a fair price for the work we completed. Again, to
\ndo this, employees need to be empowered to think and make decisions, rather than
\njust blindly follow policies or procedures.<\/p>\n