EOC Week 1: Great Customer Service

Most companies, I have had experiences with, do not really rely on policies based on building a relationship with their consumers.  In most cases, this could be due to the fact that a mass amount of customers, pouring in from across the nation or internationally, are wanting to be heard all at the same time and cannot meet all of their consumers' needs.  A few weeks ago, I received my monthly bill in the mail from AT&T.  Upon receiving the bill from my wireless provider, I had run-in with this company over the phone that was truly an exception.  Now, I understand that customer service might be different in demographic regions due to rising populations in many cities.  If all the customer care representatives, within the company,  resolved all of their customers' problems with the courtesy and patience that they displayed when trying to resolve the issue I had with my bill, then a lot more consumers would recommend this phone service.  Even though the phone lines were busy when I gave them a call, I understood that I was calling at a busy time of the day and that I would be on hold for quite a bit of time.  When a representative was finally available, I spoke to her about the issue with the bill that I was having, she took the time to go over what had happened.  To resolve the issue of my family going over our minutes within our familytalk plan, she took the time to explain different resolutions in reducing my bill.  I was very excited that I was able reduce the total amount to more than half of the original amount, and not even five minutes later I received an email containing a questionaire of the recent customer care representative that had helped me, and had nothing but the best to say about her.  A quote that came to mind was that "Outstanding marketing companies go to great lengths to learn about and understand their customers’ needs, wants, and demands. They conduct consumer research and analyze mountains of customer data "(Marketing an Introduction-Page 6).  They proved to me that my feedback was important and crucial to them, so they could then evolve respectively, on a customer service basis.