Broadband and phone went down yesterday, I suspect due to line between us and the pole across the street. Went to call about the issue only to be greeted with a message that due to training wait times were 45+ mins, so was getting a bit frustrated.
The guy who answered was patient and friendly, and totally disarmed how annoyed I was within the first 30 seconds. He listened to what I had to say and did a line test immediately without making me jump through 'try unplugging and plugging cable back in, reboot hub' etc. Saw there was a problem and immediately arranged for an engineer to come out later today to investigate.
He also informed me of an offer which after issue is sorted I'm quite tempted by (not often you get offered more for less money). Friendly and professional throughout and talked to me like a normal person. Totally made me go from being annoyed phone and internet was down at a time I needed them for a important thing, to ending up thanking him (maybe he should go work for Derren Brown).
It'd be great if he is recognised.
