Did I wait an hour before I was able to have my issue addressed? Yes.
Was I cranky? Uh huh.
Did I leave relieved and satisfied? Absolutely.
For the last two months, I've been on the phone with ATT trying to conver my parents pre-paid plan to a post paid plan so that I can add that to my data plan. Basically a lot of words and many long hold times. At the end of these phone conversations, I would usually have spoken to no less than 4 people prior to them stating that I would have to go into the store with my parents in order to complete the process.
So fast forward, I fly from California to AZ to get it done. We show up together and wait an hour before we are told that it the conversion process can't be done. I explained to Josh (manager) my circumstances and it's people like him that allow ATT to retain accounts and customers.
He showed empathy and initiative. He took the extra time to work on my challenging issue and to get it resolved. So often this sector in business is devoid of being genuine and kind - but Josh did it with such an amazing attitude. He single handedly kept 3 long term accounts with ATT and made things kosher.