Triumph!

I have come to the conclusion that most companies train their customer service representatives poorly -- unless the companies' intention is to give the worst service possible. If that's the case, I suppose the CSRs are being trained exceptionally well. I have been having a problem with my cable (just one channel, but I'd like to have it) since late January when I first returned from my lengthy Christmas visit up north. It's been two months since I called; I just don't have hours to spend on the phone, expaining my issue to someone who just doesn't get it. I tried to handle it online, but my account said I had the channel. The only option the website gave me was to remove a channel I couldn't access. That's all probably very confusing. I can only say that the situation was frustrating and annoying, but the thought of calling customer service was overwhelming. I knew I'd likely spend too much time and get no results.

Imagine my surprise when a person answered after I had spent less than thirty seconds on hold, and my further surprise when he understood what was going on and didn't try to transfer my call to a different department. But, wait! It gets better. It took a while, but he got the channel up and running and now I will be paying a mere five dollars per month for HBO as long as I keep my current service level (which is pretty minimal, but fine). I couldn't be more pleased, and I was quite effusive in my praise and gratitude. Throughout the call, I had been polite and assertive; I knew something good needed to happen for me to keep my service with this company (although honestly I'm not sure the other internet and television options are any better). I think the rep recognized that and did what he could do not only to fix the problem, but also to make up for the time and hassle I'd expended. I don't watch HBO a lot (and I don't have any other premium channels), but I like to watch documentaries -- and I'll admit I'm addicted to Game of Thrones and it's almost time for the new season. At the end of the call, the rep told me to "sit back and relax and enjoy some good HBO." I think I'll do just that.