Great Customer Service from Rogers Wireless

 

Telecoms, globally, are rarely applauded for providing great customer service experiences. I have to admit, though, that in the last 5-6 years, we have been getting a pretty consistently positive experience from Canada’s Rogers Communications. Yesterday, they really knocked one out of the park.

Apparently, on my recent trips to Hong Kong, Malaysia, Costa Rica and Guatemala, I had neglected to add an international data plan to my phone. The reason I know this, is because I got a call yesterday from Donna in their Investigations team. They saw the giant spike in the bill, and called me to find out what was going on.

To make a long story short, Donna was delightful. She managed to thoroughly and effectively scold me – but somehow in a fun way – for my lapse in judgement. She then offered to back-date an international data plan, so that I would pay only $100 instead of the $1,000+ that was showing on my bill. She made it VERY clear, however, that this was my one and only mulligan.

Wow.

In my speaking engagements over the last couple of years, I’ve been railing about how too many companies – telecoms in particular – just don’t get customer loyalty. They spend a fortune trying to lure customers in, but little in trying to retain them. Rogers is proving to be a delightful exception.

Was it worth it for them to give me a $900 break? Let’s do the math:

Five or six years ago, we switched all of our services – cell, phone, internet, etc – away from one carrier, and most of it went to Rogers. I estimate that over that period of time, we have spent somewhere close to $50,000 with them. Their cost of this $900 break they gave me was probably around $50. Good business decision? I think so.
More importantly,based on this single experience alone, what is the likelihood we might stay with them for another five years? Pretty good, I’m thinking.

Donna, thank you for the delightful phone call. Rogers, thank you for standing by a long-term customer. Great experience all around!

Great Customer Service from Rogers Wireless
Share on facebook
Share on Facebook
Share on twitter
Share on Twitter
Share on linkedin
Share on LinkedIn
Share on whatsapp
Share on WhatsApp
Share on pocket
Share on Pocket

Comments? We'd love to hear them!

This site uses Akismet to reduce spam. Learn how your comment data is processed.

You might also be interested in:
Posts by category
Winning at Work Newsletter

The Workplace Success Newsletter

read in over 100 countries

Awesome tips to help you succeed
Free – once a week in your inbox!
(And 100% spam-free!)

(Want to see the kind of tips you’ll be getting before signing up? You can find them here.)

Outstanding
Customer Service Training
The best customer service training programs

Contact us today to learn how The Belding Group can help you stand out with outstanding customer service.

Do you have your copy of The Journey yet?

Winning at Work Newsletter

The Workplace Success Newsletter

read in over 100 countries

Awesome tips to help you succeed
Free – once a week in your inbox!
(And 100% spam-free!)

(Want to see the kind of tips you’ll be getting before signing up? You can find them here.)