Hawaiiantel Customer service / Request for phone service
On the Morning of the 11, Nov. I placed a request for a family member's phone service to be assessed and proceeded to file the work order with the Hawaiiantel representative named DEE.
After an entire expalnation on her part as to why she could not do anything for this order because I was not authorized on the account I asked her to take the report and to f/up with him once they needed information from the technician.
As she took the report she began to inform me that the information I was telling her didn't make sense..Hello is she the technician or the Hawaiiantel REP. who is taking the report.
Too early in the morning to discuss her opinions or the reason why SHE beleived there was a problem.
She then needed my bro-in-law phone# so He could be reached after I told her He could NOT be reached all day that is the reason why I am calling.
After much frustration I offerredto try to reach him possibly to call in and authorize me on the account. And of course that was not acceptable on her end .
I then simply explained to her I wanted the work order filed and that someone could follow up with my bro-in-law about the problem on his cell phone.
call back around 4:30pm. No order filed and no service requested which = more ofo my time and completes digust for a service representative who failed at such a simple task.
Then I get John Operator#18 REFRESHING! COURTEOUS! EFFICIENT! HE was able to expedite the report for me, get my bro.inlaw to auth. my name on account and file a e-mail to Curt his manager so that I could discuss with him the lack of sensitvity his employee had in this simple request for phone service.
How is it that both employees go through the same training and render to different types of delivery of their customer service?
Maybe one genuinly cares what HE is employed to do and one believe SHE owns the company and can handle situations her own way.
If it wasn't for John Spirit of Excellence I am sure this e-mail would not of stopped at Curt's e-mail.
I look forward to speaking to Curt personally to see how this situation will resolve itself.