5 /5 Alan Williams: Dealing with customer service is sometimes, many times, just a pain; we all know that. It generally feels like who youre interacting with is doing the bare minimum before moving to the next customer. A few weeks ago, I had to make extensive changes to my State Farm policies, so I decided to talk to a human vs using online chat or email. I couldnt get ahold of Libby and instead got Linda on the phone from Libbys office. I explained my situation, which I thought was complex, but she listened carefully and asked clarifying questions while taking notes. She was calm and friendly to the point that it relaxed me. But that wasnt especially wowing, even though I was thoroughly pleased with the interaction. After making note of all my requested changes, she told me that I wasnt getting a specific discount that I should have been getting given my situation, and it seemed like its been like this for years. Ive been a customer for many years. She also said shed look into it and have their back-office team figure out what credit I need.
I thought, "Oh, well, thats all nice of her to notice this discrepancy and say something. After all, its completely unrelated to why I was calling in." In three weeks, Linda emailed me to follow up and let me know that Statefarm had sent me a check for over $1K in addition to another credit Ill receive in my current bill for the years of not getting the credit I should have been getting.
I was, and Im still in shock. Who does that? Thanks to Linda, my faith in State Farm and customer service in general has been completely restored. Lindas going above and beyond is just beyond all my expectations, and Linda, if you happen to read this, I cant thank you enough!
