Have you ever had a nightmare run with customer support at a national level telecommunications company, to the point where it doesn’t matter who you talk to, they automatically start behind the 8 ball because of the previously poor interactions.

Well that was me last weekend. Frustrated. Expending time money and energy I really shouldn’t needed to.

I had to go in store for a replacement of the faulty device, which is a half hours drive away. The customer service representative in store could tell I was frustrated, and it didn’t make things better when they told me that the swap that the online team instructed me to go in store for wasn’t possible.

They were kind. They were polite. Because of this I was able to keep my frustration under control, and together we were able to find a creative way forward on the next step.