Then the agent assured us, saying he's fixed the situation and the customer would get his information back.įinally, there was a smile on Santa’s face. He talked about his passion for writing poems and books and how he loves to play Santa Claus during Christmas. The store wasn’t busy, and as we waited for confirmation from the agent, the customer opened up.
Let me see what I can do.”īy now, there was a complete shift in the customer’s body language. The agent surprised us by saying, “Actually, that might work. I asked, “What if he becomes a customer again, even for one or two months? Will that allow access back to the email account?” The agent said he couldn’t activate his mail because his account with us was no longer active. So, I asked him to dial customer service and stayed with him for assistance. I felt like I must find a way to help him.
Moreover, at this stage of his life, every hour he spends in his efforts to retrieve his information, he can spend on something more meaningful. He was still angry, but he seemed so helpless.Īnyone would feel bad if this happened to them.Īnd it’s not like he’s at the age to call everyone he knows to get their emails. He kept saying, “I know it’s not your fault, but what can I do? How will I get all my messages and contacts back?” So yesterday, he woke up and found out he could no longer access his emails.Īll his necessary emails and hundreds of contacts - gone just like that! He didn’t know that his primary email account for all these years, which was provided with the services, would also be canceled. But when he got a good offer from a competitor, and Bell couldn’t counter the offer, he switched his services. After uttering some angry words, he calmed down (only a little) to share his tragic story. “Another angry customer! Here we go again!” - I thought to myself and approached him. He was fuming, and yet there was a vulnerability in his approach.
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