After placing a phone call to her car insurance provider to question being accidentally charged twice for the fourth month in a row, Dorothy Sturvers of Clearwater received a special invitation to hold for the next available customer service representative.
“I couldn’t be happier with the level of service that the people at Crashco gave me,” she said. “Starting with offering the option of communicating either in English or Spanish. I’ve always wanted to travel to Costa Rica so I almost chose Spanish. Oo la la! But I only speak English so I decided that for the sake of this call, it would probably be more efficient if I pressed 1.”
She was then instructed to pay attention because menu options have recently changed.
“I’m glad they let me know because I was all set to use the same menu options I do whenever I call,” she said. “Even though that’s exactly what I ended up doing.”
That’s when she was invited to wait for the next available representative.
“The next available representative. Not the third or fourth next available. The very next one,” she said. “Yeah, I guess you could say I’m something of a VIP.”
Then she was told that the company was experiencing higher than normal call volume.
“Just my luck,” she said. “I don’t call all the time but every time I do, the call volume is higher than normal. What are the odds of that?”
After that, she was treated to 38 minutes of tuneless saxophone music.
This was the closest she came to mentioning dissatisfaction with the experience, saying, “I already heard this song.”
“It’s a very nice song, though,” she added. “It’s jazz!”
When her call was answered by someone named ‘Sharon’ in Pakistan, who promised the situation would be rectified immediately and then apologized for the inconvenience.
“This is what I love most about them; they always fix the same problem I keep having over and over and over again.”