Unlike my post yesterday, this one isn’t a rant. It is praise for those who put customer service first, in spite of the system which has been thrust upon them.
Today I contacted a different company regarding a billing/customer service issue. The IVR was annoying as is now, unfortunately, expected. The first customer service rep wasn’t helpful, was clearly reading off of a script and focused on getting me off of the phone. So I asked to speak to her supervisor. After trying to talk me out of it, she ultimately acquiesced and made the transfer.
The supervisor was a breath of fresh air. She listened to the issue without interruption. And immediately proposed a solution that had not been previously suggested. Armed with that information, I now have a path forward. All because someone took the time to listen and think, not react per the script.