So having worked many call center jobs, both in the exact meaning of the term and in jobs very similar, I know all too well that customers will take all the time it takes to complain when something is either wrong or not perfect by their standards. However, too often in IT I feel we forget to take the time to recognize people who DO provide above-and-beyond assistance to us, especially when that person works in that environment. Today I deem "Amazing CenturyLink Support" day. I have now dealt with two technicians who have just gone well beyond the normal scope of their work to be of assistance to me. I asked to speak to a supervisor and told him as such, but also made sure I got his email so I could document it in writing. The following is what I sent:
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CenturyLink Supervisors/Managers/etc,
I would just like to take a couple minutes to recognize some outstanding support I received today. First off, the ticket numbers are <removed> and <removed> so that you can track the ticket and see who has worked it (as I’m sure you log all that on your end). I have always received excellent support from you guys but today has been above and beyond. First was <removed>, who opened the ticket and is located in the Monroe, LA center I believe. He was friendly, personable, professional and just made my morning. He was the most enjoyable technician I’ve worked with to date.
Next was <removed> out of the Wake Forest center. I had received an email stating no issues were found on the line and that the ticket was being set to a 24-hour close. While I understand why this was the case, as the circuits were back up by the time they got the to the ticket (which was plenty fast), I also knew there was some deeper issue causing this line to go up and down continuously since April 21. <removed> took about 45 minutes to work with me and really dig into the issue, with which we discovered there are most definitely issues with the line, but it appears to be on the LEC’s side. <removed> went ahead and opened a ticket with the LEC and we will be troubleshooting from here. I just wanted to make sure I took a minute to thank you and them for the help they provided.
Too often in mass support jobs like this, where it’s a call center or whatnot, you get customers who yell and scream, but people who go above and beyond go unrecognized. I’ve worked enough of these jobs to know this to be true. So please understand that I am extending my most sincere thanks to both these men for not just doing a perfunctory job and saying that’s all they have to do because that’s all that’s required. If it’s their desire, I can see both these men going very far in their careers because they are starting with the most important foundation, and that’s the right attitude.
Thank you for always providing excellent support, and especially for people like <removed> and <removed>!
Kindest regards,
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So the purpose of this post is simply to remind everyone that we need to try and remember the good and not always just focus on the bad. Happy Wednesday everyone! (inserting obligatory "Hump Day!" comment)
