My phone was slowly breaking on me and I was eligible for an early upgrade, so I went into the Epsom store to discuss my options. I initially left the shop very satisfied with my new iPhone, after receiving friendly and helpful service from a trainee Andree (I think this was here name). Had she not of mentioned she was training still, I would not have noticed as she was very confident and thorough in her approach.
Later I got home that evening and spoke to a family member who is also with o2 and has the same phone and tariff plan, yet was paying a £12 less a month. Feeling frustrated and ripped off by this point, I returned the next day to the o2 store and was served again by Andree explaining I wished to return the phone and switch provider to a cheaper option. She handled the situation very well and was understanding of my point of view. Her manager Terri was then introduced, and to cut a long story short I left with the phone I wanted at a good price.
Both Toni and Andree handled the situation in a very friendly and professional manner and I am very grateful for their efficient and friendly customer service approach. It has encouraged me to stay with o2 and also recommend the store to people I know. Both ladies are a credit to your company and deserve the recognition for their high standard of customer care, both of whom were friendly throughout the transaction despite my frustration at the time.
Please pass on my thanks to these employees.
