The CEO should not have to get involved. Status as a journalist should not be required. The first doesn't scale, and the second, if true, is hopelessly corrupt.
Every customer support supervisor ought to be able to make an exception based on reasonable circumstances.
The article should have ended with "and anyone else in my situation, or a similar one, should contact T-Mobile customer support. If the first line worker can't help you, they should be able to put you through to a supervisor who can, based on the policy changes that T-Mobile has implemented."
Anything less at best means a flood of emails in the CEO inbox, and at worst continued customer dissatisfaction.
The CEO is modelling behaviour for everyone else at the company. He should not have to do this for every customer as by now the word should be spreading internally that if the CEO can do it, then so can you/
That's not how it works. I doubt that the customer service reps have the ability to arbitrarily dole out perks with no justification other than that they felt like it.
FYI, isn't that exactly the power that Amazon customer service reps have? I'm pretty sure they can decide to arbitrarily give someone refunds, send them new merchandise, etc. Or rather, they can do so but probably within limited rules, not arbitrarily.
I agree that it takes a CEO both showing what to do, and empowering the people below him to do it.
The CEO should not have to get involved. Status as a journalist should not be required. The first doesn't scale, and the second, if true, is hopelessly corrupt.
Every customer support supervisor ought to be able to make an exception based on reasonable circumstances.
The article should have ended with "and anyone else in my situation, or a similar one, should contact T-Mobile customer support. If the first line worker can't help you, they should be able to put you through to a supervisor who can, based on the policy changes that T-Mobile has implemented."
Anything less at best means a flood of emails in the CEO inbox, and at worst continued customer dissatisfaction.