topic O2 Customer Service Well done! in Discussions & Feedback

O2 Customer Service Well done!

Cleoriff — Fri, 23 Jan 2015 09:12:37 GMT

We hear so many complaints about O2 CS. For balance I thought I would post my own experience of today.

My two year contract is now finished. I changed my handset to a Note 3 in November still using old 3G sim and remaining on existing tariff.

Today I needed to ring 202 to change to a 12 month sim only tariff. I was quite apprehensive having heard so many horror stories on here about long waits, calls being cut off etc....

I phoned at 8.40 am. After a few seconds I was connected and prepared myself for the long wait.

What a surprise.

Within a minute i was put through to a lovely advisor (Marie) who dealt with my request in a helpful professional manner. She was an absolute joy to talk to. I was told my new tariff changeover would take place within 24 hrs

Text has already been received to confirm it has now changed.

Total time on the phone 10 minutes

Well done O2. Thanks to Marie (based in Rotherham call centre) It was a real pleasure talking to you

Re: O2 Customer Service Well done!

viridis — Fri, 23 Jan 2015 09:14:17 GMT

Good to hear a bit of positive feedback regarding customer services.

Re: O2 Customer Service Well done!

Anonymous — Fri, 23 Jan 2015 09:15:56 GMT

Very nice & good feedback, perhaps @Toby could feed this back to the lady

Re: O2 Customer Service Well done!

Anonymous — Fri, 23 Jan 2015 09:19:18 GMT

Nice to hear that you've been looked after.

Adds balance. 😄

Re: O2 Customer Service Well done!

Cleoriff — Fri, 23 Jan 2015 09:20:34 GMT

@Anonymous wrote:
Very nice & good feedback, perhaps @Toby could feed this back to the lady

I agree Rob. It would be nice if Marie had some official feedback. They receive so many complaints... it is good to have an opportunity to balance this.

Re: O2 Customer Service Well done!

MI5 — Fri, 23 Jan 2015 09:21:49 GMT

Told you they'd sort you out

Re: O2 Customer Service Well done!

Cleoriff — Fri, 23 Jan 2015 09:28:45 GMT

@MI5 wrote:
Told you they'd sort you out

You did indeed. I just didn't think it would be so quick. I had prepared myself with a cup of tea, newspaper and phone on speaker

Re: O2 Customer Service Well done!

MI5 — Fri, 23 Jan 2015 09:37:40 GMT

Always best to be prepared

Re: O2 Customer Service Well done!

Anonymous — Fri, 23 Jan 2015 09:40:43 GMT

At least you can get on with your day now as planned

Re: O2 Customer Service Well done!

viridis — Fri, 23 Jan 2015 09:41:36 GMT

Not sure she needed a rubber.

Unless of course she was writing some notes in pencil.

Re: O2 Customer Service Well done!

Cleoriff — Fri, 23 Jan 2015 09:55:08 GMT

@Anonymous wrote:
At least you can get on with your day now as planned

No I am taken aback...I planned to be on and off this phone pretty much all morning....so I am now wandering around aimlessly. *Stands back... waits for insults*

Re: O2 Customer Service Well done!

viridis — Fri, 23 Jan 2015 10:02:14 GMT

*looks round...draws breath*
Bit like normal then.

Re: O2 Customer Service Well done!

Cleoriff — Fri, 23 Jan 2015 10:37:59 GMT

@viridis wrote:
*looks round...draws breath*
Bit like normal then.

Correct...and I bet you wouldn't be a very good CS rep.....unlike Marie.....

Re: O2 Customer Service Well done!

viridis — Fri, 23 Jan 2015 10:41:19 GMT

I was an awesome cs rep I'll have you know.

Re: O2 Customer Service Well done!

Bambino — Fri, 23 Jan 2015 11:07:12 GMT

I'm pleased to hear that @Cleoriff had a good experience with CS, but in truth, there shouldn't have to have been a thread about it. Good customer service shouldn't be the exception, but the rule. It's true that for the most part, all we see here is complaints, and I suppose this thread counters that slightly, but the question needs to asked as to why there are so many complaints. Something's not right if we have to point up a good experience.

Re: O2 Customer Service Well done!

Anonymous — Fri, 23 Jan 2015 11:30:50 GMT

@Bambino wrote:
I'm pleased to hear that @Cleoriff had a good experience with CS, but in truth, there shouldn't have to have been a thread about it. Good customer service shouldn't be the exception, but the rule. It's true that for the most part, all we see here is complaints, and I suppose this thread counters that slightly, but the question needs to asked as to why there are so many complaints. Something's not right if we have to point up a good experience.

An interesting viewpoint @Bambino but I would rather "Give credit where credit is due". My concern is slightly different insofar as I personally would hesitate to name names on this forum for the reason that other O2 staff are (presumably) giving good service but getting no public recognition. A small point I know and I acknowledge that @Cleoriff has reminded us all in her usual fair-minded way that it never hurts to say "Thanks, well done!" when we are pleased with the service we get.

Re: O2 Customer Service Well done!

Cleoriff — Fri, 23 Jan 2015 11:29:58 GMT

The forum is filled with complaints about O2. Poor customer service, language problems, Live Chat, network issues, UK mail.... etc etc etc.

As someone who posts here frequently and reads a lot of this I felt it was appropriate to give some credit when it was due. I agree totally that it shouldn't be necessary to post this..... the fact remains it adds some balance to the negativity.

On a personal note, I hoped that community management could feed this back to the rep involved. Nowadays people at that level only hear about the criticism. I am a firm believer that when someone does a damn good job, they should get to hear about it

Re: O2 Customer Service Well done!

Toby — Fri, 23 Jan 2015 11:31:32 GMT

Hi @Cleoriff ,

A lovely story to share

I shall pass on this thread to the team in the hope that we can find Marie

Re: O2 Customer Service Well done!

jonsie — Fri, 23 Jan 2015 11:36:37 GMT

Just think if you had used live chat as many do....

Re: O2 Customer Service Well done!

Anonymous — Fri, 23 Jan 2015 11:40:57 GMT

@jonsie wrote:
Just think if you had used live chat as many do....

Even then there is an opportunity to submit one's thanks or complaints when the conversation is finished, though I would have serious doubts as to whether the staff ever see these.