Good afternoon,
I just wanted to take this opportunity to send huge thanks to Laura from the Resolution team who turned my frown to a smile on our lengthy call today! Unfortunately I didn'ttake her surname, sorry so hopefully you can identify who this feedback relates to from the name, team and time of my call (around 1.30pm on 27th July)
For some background information, I was expecting an engineer visit from Openreach following a fault I reportied yesterday but I'd not heard anything so followed it up with a call. Laura answered my call to advise that the appointment had been cancelled by Openreach but this had not been communicated to me. I was very disappointed and frustrated and Laura was completely sympathetic and understanding of this so she then went above and beyond to try to resovle this matter for me, escalating through your internal channels, contacting Openreach directly and calling me back well within the timeframe that she had promised. Luckily, my broadband has actually come back on without the need for an engineer visit but this doesn't mean I don't massively appreciate Laura's efforts in the background. So, thanks again to Laura for her excellent, professional and friendly customer service - she is a perfect example of an exemplary employee and I'm sure anyone would be happy for her to pick up their call!
Best wishes, Jodie Young
