Dear Ms. Turner,
I wanted to let you know about an excellent customer service experience I have had with a member of your staff: Nate Cooper –
[email protected] He was great throughout the original One-Talk set-up process last week. But it’s what happened next that really distinguished him, at least in my view.
Short history – we essentially took my cell phone number, which I used for my business, and via One Talk, converted it to a full business line with an auto attendant, phone tree so folks could get a hold of my staff (without me having to give out their cell phone numbers), and it all seemed to work really well. As a result of all of this, I also received a new personal cell phone line, as my original line was now the One-Talk line.
Well that was great, right up until I tried to open my PayPal account, and they wanted to send a verification code to my former cell phone number. Well, I couldn’t sign in because I couldn’t receive the verification code. Simple fix, right?, just call PayPal, no problem…. Or so I thought. After days of their auto attendant taking me down a bunch of options, then being told there was nobody available (Covid 19, I guess) to help me, the auto attendant would hang up on me – over a dozen times! I used their on-line chat feature and tried three different people who had no idea what I was trying to do, and once I finally got them to understand what I needed, they were not empowered to help me. One person said they would have someone call me. Well, that was two days ago…crickets!
So, I thought I would try from the other end, and sent a note to Nate yesterday. Nate got back in touch, did a bunch of research (because this isn’t a question that comes up every day!), called me back, and walked me through a process that allowed me to get the Security Code I needed from PayPal. Nate was patient, his instructions clear, he was at all times friendly and professional, and I truly appreciate what he did for me today. It fixed a really big problem.
So, I just wanted to let you know that Nate did a terrific job for me, and went above and beyond to solve a tricky problem. I hope you are able to recognize him in an appropriate way.
Best regards,
Jim Marco
President, Principal Consultant
Saratoga Human Resources Solutions, Inc.
