On the same day I started to review the widely reported EE plan to charge customers 50p to 'queue jump' (read article here) I foolishly lost my iPhone- yes you've guessed powered by EE. What a chance to try the service, having recently changed provider to obtain coverage in the Western Isle (where I was headed within a few hours of losing the said phone.)
After initial high hopes were dashed when the 'find my iPhone app' did not deliver, I have to confess a warped sense of relief that I might be able to jump the queue. Like all serial mobile addicts (worryingly high percentage according to recent research from Ofcom
) I was developing a serious sense of impending desperation at the prospect of being without my device for a week or so.
Given all the media publicity about service levels, my expectations of a speedy response were at best low; how refreshing therefore to be answered promptly by an empathetic guy who sensed despair and managed the seamless transfer to a relevant insurance colleague. And as far as I know, no additional charge to pay.
The topic of segmentation in customer service has been one of growing interest in the CCA network. We are all used to paying for 'speedy boarding' in the physical world, and to well articulated warranty related service levels offered by Apple and others. Introducing these services retrospectively however, is always going to be a challenge, particularly when the reason for calling is due to systemic failure; as is too often the case in some large organisations.
Alas, my departure preceded the arrival of a new phone, so it's a simple pay as you go calls and texts only holiday for me - perhaps some things are just meant to be.