Antonio, on his first his RNIB session, had an amazing time. He went to the session not knowing a vast amount on how tech can help visually impaired people, but after the session – he came out amazed. He worked alongside Andrew, the workshop lead, in delivering accessibility skills to all those that were present, but the best part of the day was his connection to a specific attendee – Darcy. Darcy had lost faith in technology and support from her younger members of the family. She was also very unsure of the presence of a “phone shop” staff member helping her out, plus being sceptical of what she could gain from the day. But after a few hours of one on one support, inspiration and education, Antonio was able to make her at ease and change the way she used technology. She was able to use the talkback function and voice type, which she never thought she could do – plus lots more. She was so moved by the session and Antonio’s patience and guidance, that she thanked him by giving him the biggest hug and kiss on the cheek! She mentioned that she’d tell all of her friends about not only the RNIB session, but the amazing service that O2 provides – the O2 Guru!
Our best customer story last week comes from our Guru Habib. During his shift on Monday he dealt with a succession of deaf customers, showing his profile here is really starting to increase now. One customer in particular was overwhelmed by the level of support he received. He is currently with EE and has had limited success in the past querying some out of bundle charges he just couldn’t work out himself. He had attempted to contact EE by email and then had tried going in store but was just becoming increasingly frustrated that he wasn’t getting anywhere. He had heard from a friend (through Manchester Deaf Centre) that we had an employee here who could communicate using BSL so decided to come along and see whether we could help. He was anxious at first as he isn’t on O2, but we explained we would do our best to assist him in getting the information he needed. We managed to get to the bottom of his unexpected charges and helped him to call the company to resolve his issue with them. He just couldn’t stop commenting on how he’ll be back, and when he’s ready for a new device, it’ll be O2 he comes to. I feel like we have definitely generated a future customer by delivering exceptional service whatever the network you’re on!