Recognition Request: Helpful Scottish Agent stopped me l;eaving after appalling Live ChatI

[Heimdel]

Date of Calls: 11th July, Time of Call: Approx 12:00

I am doing this as I never got a survey after the call, may have been my fault 😁

I would like to ensure a really helpful Scottish Lady receives the formal recognition she deserves from her manager. I have been a Sky customer for 26 years, but I was on the absolute brink of cancelling my entire subscription due to an appalling online live chat interaction earlier that day. The live chat agent, Shagufta, gave me completely incorrect refund information, lied when challenged, and aggressively tried to missell me broadband under the guise of me being a "valued customer" when I had just told him I would want to leave!

Luckily, I phoned up afterwards. An agent transferred me over to the Scottish lady (without telling me so it was a bit of a surprise), and she completely turned the situation around. She was helpful, friendly, and an absolute pleasure to deal with. She went completely above and beyond to try and save my custom . She actively stopped me from leaving Sky after my awful experience on chat., she listened to my technical issues regarding why I had gone from Sky Q to Stream as I had no signal due to a tree I did not own. She tried everything to save me the full cost of a Stream puck but unfortunately could not.

When she couldn't waive the full amount, she proactively applied a £15 credit towards the puck.  She even took the time to check if she could save me any extra money on my existing package. Her manager needs to know that her brilliant customer care is the sole reason Sky did not lose a customer of 26 years today. Please track her down and log this formally. My email is the same as for the forum but if you need more message me and I'll let you know what you need 👍.

I also request that the chat transcript prior to my call is pulled so the first agent, Shagufta,  can be advised on how to deal with someone, not give very poor service and misinformation.

Thanks,

Steve