urn:uuid:47bdd5e6-cb09-b6e3-020b-d845cd9a6554 http://gethuman.com/AT_T/news_79/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:f6e5a7d1-0c76-4a84-0ff8-5865ec3248d0 2010-03-15T22:48:53+00:00

urn:uuid:9ad0577e-3c48-0d01-d5db-e0d28244c89c 2010-03-15T06:29:29+00:00

urn:uuid:c25ba383-4fae-28d8-9d7d-f7d9a77c689d 2010-03-11T21:04:23+00:00

GetHuman.com realize that certain companies can easily become the perverbial whipping boys of the customer service world, and when possible, we like to give credit when credit is due. While it's easy to pick on companies like AT&T for all of the problems it has with dropped calls for iphone users, we also like to acknowledge when companies go above and beyond the call of duty. In steps this charming little story we came across today on "The Early Show."

Apparently an AT&T representative saved a customer's life last month. No joke. The AT&T customer was shoveling snow, for his mother no less, when he started experiencing chest pains. Instead of calling 911, he called AT&T to talk about his bill! While on the phone, after describing his symptoms to the agent, the man collapsed. The astute customer service representative called 911 and the man's life was saved. We wish we were making this up. We still haven't figured out if this is a great story about unbeleivable customer service, or a warning that if you are experiencing chest pains or feeling light headed, to call a doctor. No word yet if the man's call was from an iphone or if the call was dropped...sorry, we just couldn't help ourselves.

For more about this incredible story, and for a video clip of the reunion on the show, Click Here ]]>

urn:uuid:64f50b6d-fd03-08a2-f9c8-2abf65840767 2010-03-09T20:19:33+00:00

urn:uuid:d9f4ca25-14a8-ef56-7ba0-ff8ae3ffb399 2010-03-08T20:23:28+00:00

urn:uuid:fe7bb067-64b8-a7dc-0d1e-15a6b4fed76c 2010-03-08T01:46:37+00:00

urn:uuid:71981158-1425-fcb9-a004-ab40497e5c30 2010-03-06T04:01:17+00:00

urn:uuid:0d39afd6-1db0-daf8-cd29-8417b5147464 2010-03-05T21:30:56+00:00

urn:uuid:9d0cde63-306b-e25a-3a66-b1c84a7460b0 2010-03-04T22:22:54+00:00

urn:uuid:8fe6083d-e400-b659-b369-dce8273badc7 2010-03-04T20:23:23+00:00

urn:uuid:2c9b9f9e-9fca-7105-44d5-5bf2d80e8adf 2010-03-03T23:07:31+00:00

urn:uuid:98ea3693-bc95-73f4-0d8b-acbcf4052abf 2010-03-03T20:36:47+00:00

urn:uuid:258a08e1-9ac3-b56a-c236-66d1fda90da9 2010-03-02T16:42:38+00:00

urn:uuid:8221facc-8672-1550-5bfe-47859e0c27e3 2010-03-02T00:57:46+00:00

urn:uuid:c48c3c12-612a-90a6-62f1-29641eca626f 2010-03-01T23:04:06+00:00

urn:uuid:4c88a4d7-8bc2-ab0a-e9b7-036c03922f9b 2010-03-01T22:16:16+00:00

urn:uuid:553ed0e7-c604-bd26-1b0d-80b722b21533 2010-01-22T04:46:26+00:00

urn:uuid:595d931c-50ff-5c25-7846-08a35f22b00f 2010-01-14T19:10:19+00:00

urn:uuid:c06fae5e-aebc-4c42-905d-85291680ae99 2010-01-07T21:06:19+00:00

Gethuman reported that a number of banks have two kinds of customer service. The standard "wait on the phone" kind that most of us get and an "executive" branch that administered much faster results. Well it turns out banks are not the whole ones using this tier system. AT&T also has an Executive Customer Service number which can be reached at 866-220-8446 ext.1047

As mentioned before if you find a company's typical customer service is not helping ask about their "executive office” customer service. So many not have one, but many do. Be sure to share any findings with rest of the Gethuman community ]]>

urn:uuid:799dba27-c5e5-4e5f-c016-557698046c0f 2009-12-09T20:00:54+00:00

AT&T announced the release of a new application called "Mark the Spot," which lets iPhone users submit complaints about dropped calls, poor service coverage, and poor voice quality. The app is free and available at Apples iTunes App Store. Once the application is installed, users have several complaint options whenever they encounter a problem with AT&T network.

An AT&T representative declared that the application is part of AT&T's commitment "to make it easy for customers to share their experiences. And this app lets customers report issues. It logs the time and location and automatically forwards the information to our network planning team." If nothing else the app allows for another avenue of discussion for both AT&T and it's customers. Let the Gethuman community know if the app works and what AT&T is doing about problem areas.]]>

urn:uuid:604ceb0d-f735-cda3-91cb-f5656e78893f 2009-10-26T16:10:49+00:00

Gethuman has been blogging a lot about companies using Twitter to address issues of customer service. Yet We've provided no concrete evidence that Twitter is making customers happy.

Jackie Huba's experience with AT&T proves just how well social media can function in getting questions answered . To quote Jackie "with a few hours of my AT&T tweet, @ATTJohnathon, a customer care rep on Twitter contacted me, asking if he could help. I DM'ed him my account number as he requested and he passed it on to Sam. Turns out Sam is part of the Customer Advocacy Center, where escalated customer complaints are sent...Companies can discover aggravating service problems by using a variety of tools to listen on tweets mentioning their name. A response can be nearly immediate."

AT&T reportedly has 23 different social network accounts to help with customer service. It could argued that AT&T is avoiding traditional channels of communication,sometimes we just want to talk to someone. But as Jackie's experience demonstrates she did talk to someone and Twitter is what prompted that. ]]>

urn:uuid:a74e437f-0987-0cc0-3a05-b84088223c7a 2009-10-25T15:01:04+00:00

urn:uuid:e33b83fe-d0d5-341f-ecb2-a77d13ca9a10 2009-10-08T14:22:04+00:00

Today, she addresses a problem a reader writes in about an AT&T rebate. Apparently, AT&T promised a rebate of $150, and only delivered on $50 of it. Several phone calls to customer service did not avail any resolution. According to The Fixer, showing the company spokeswoman Amy Grundman the letter was enough to get the ball rolling and get the problem solved.

While this story is very inspiring, and we praise The Fixer for her good deeds, it also saddens us that companies can be so unresponsive at times. The fact that there is a need for The Fixer in this world shows that we have a long way to go before customers feel that they are being heard.

Read column from The Fixer ]]>

urn:uuid:32532e84-465d-b04b-3170-c9e1579d3998 2009-09-30T20:24:16+00:00

urn:uuid:5aec0b63-4d1e-6f01-2ee6-4f2714901a18 2009-08-04T16:58:55+00:00