Today on 14/08/20, I called up to discuss my Sky TV, Broadband, Telephone packages that were coming to an end soon, so wanted to discuss potential discounts with someone as I decided to stay on with Sky. I have been with sky over 14 years, so there is a reason why I always decided to stay on with Sky.
One customer service advisor today was indirectly really rude and condesending i.e. she really didn't think me being a valued customer for all these years and explained I cannot get discounts as I already getting them, but my renewal prices were much higher, and she explained that "I was lucky I was getting discounts in first place". I was being really nice and patient towards her attitude and then decided on the spot to leave Sky and told her to put me through cancellations, but she said she was more than happy to do this rather than putting me through their department. Which again highlights she didn't value me as a long term customer.
So I got through cancellations, and I came across a person called Mark Mullan. He was an angel in disguise. He was the customer service representative that everyone should be talking to and all those learning from. He spoke to me like a valued customer, and looked at me individually i.e. my account and history rather than just seeing me as another person on the phone. He was listening to me and my concerns and why I ended up at cancellations, and he did a good job retaining me as a customer. He offered a good discount on my package overall, which the original person she said she couldn't do and not saying 'I was lucky to get discounts'. He talked to me professionally and with a genuine 'human' interest, which is one of the main reasons I stayed, due to his excellent customer service.
I would want his manager and even senior management to acknowledge Mark and if possible listen to the recording as evidence on how he treated me and pass the message on to rest of their team.
Thank you Mark for everything.
