I want to preface this by saying that, as we navigate the most challenging time in recent memory, there surely isn't anyone who hasn't faced a significant rise in stress, so anything additional (like a 2 hour wait time), can produce an extreme response way above what is their norm. Having said that, here is my experience: I called Comcast Customer Service because I hadn't received a return call I was expecting. I was told on Friday I would be called within 48 hours, so when Monday afternoon rolled around and I hadn't heard from anyone I called Customer Service again. I was placed on hold for over an hour by a Customer Service Representative in another department. By the time the Customer Service Representative, Annice, from the Technical department finally answered I really gave her a hard time! I was already annoyed about having to contact them again. My expectation was to provide my reference # and the problem would be resolved. When I realized I was once again in the 1 - 2 hour response que I went from annoyed to frustrated. By the time 45 minutes had passed I transitioned from frustration to anger! My thought was that I seriously doubted that the CEO of Comcast would ever accept having to wait that long to get an issue like this resolved. By the time Annice (I'm not sure how to spell her name) in South Carolina answered I was really irritated with Comcast! I proceeded to lament about how I felt about Comcast while she tried to refocus me on resolving my issue. I told her I was upset with Comcast not her, but honestly I was being really rude to her, (something that rarely happens with me). Thankfully my attitude didn't deter Annice from treating me with the perfect balance of professionalism and kindness! The next thing I knew she had completely erradicated my anger and I was apologizing profusely for the way I treated her!!! I've been going through a difficult season in my life, compounded by Covid19 and our Country's state of division. Today was a particularly sad one, being that it's the 4th anniversary of the passing of my best friend.
I shared this experience today for a couple of reasons. First, I'm hoping that this note crosses paths with her boss so she can be commended. My technical issue is still being worked on, but I got something way more valuable! Second, our society is so quick to complain and so slow to compliment, so I try to do it every chance I get!! Finally, there's a lesson in here for all of us. Be kind to one another, you never know what the person on the other side of the phone or the computer is going through!!! We really need more Annice's in this world!!