Thanks to Andrea in the Accessiblity Team

[MKD147]

I would like to send a big thank you and compliment Andrea, the lovely German lady on the Accessibility Team.  My conversation with her was a few weeks back. I have deliberately waited to make sure that my issues had been fully resolved.

My husband's previous mobile phone contract had come to an end, and he wanted a new handset. A new handset was received but was not as we expected so, as we were still under warranty, I called Sky. I firstly got through to a member of the team overseas.  The member of staff wasn't the most helpful and I wasn't that happy with the level of service that he provided. Despite my obvious dissatisfaction, he continued to try and sell me additional products and services. His accent was difficult to understand due to my partial deafness, and the operator seemed irritated with my lack of understanding. At this point, I asked to speak to someone on the Accessibility Team in the UK. It was then that I was transferred to the lovely Andrea. Thank goodness that I was. She was incredibly patient, kind, understanding and empathetic. She took the time to check my understanding and was always happy to repeat things, when I couldn't hear her properly. It was a very long call for her, but her calm, kind, patient, demeanour didn't change at all. She made me feel completely at ease and valued. As a long-time customer of Sky, I don't always feel  that valued.  Thank goodness for members of staff like Andrea.

I hope that she gets recognised for her outstanding attitude to customer service. Thank you from the bottom of my heart, Andrea. You have restored my faith in Sky.