Being in doubt leads to worry. When clients are concerned then that means doubt whereby, they are unhappy about the service provided. Well, we all know what will most likely happen next. Correct, if you said leave, quit, and buy elsewhere.
Customer loyalty begins early on, so if a service provided doesn’t meet expectations, then shoppers will go and buy from another supplier. So what do I mean you might ask?
If in doubt, there probably is a problem. However, often these doubts come after acquiring a service.
I’m abroad, so I needed to purchase a sim card package that allowed me to top up as necessary. You know, 50GB plus unlimited minutes and texts within whatever particular country you are in. Elite, is the UK’s number 1 SIM card distributor, or so they say on all their packaging.
I’ve used them before, and liked their packages, attention to detail and customer support. This year again a £20 package was purchased. No sooner than the first voucher was activated and Elite doubled down on gigabytes. Rock and roll, I remembered the previous year when using their system; it was the same!
100GB is just about enough for my internet usage for a month, and it worked out just right. My return flight to São Paulo was set for Tuesday 31st night, but that afternoon I decided to stay on. Realizing my package was about to end, and following Elite’s previous week’s reminder to top up to continue with a package deal, the local newsagent was sought to renew my £20 voucher.
To activate on January 1st was a simple call to renew. My new voucher was activated and fantastic; all ship shape until I received a message saying, ‘Congratulation, you have topped up your card, and now have 63GB. Don’t forget to renew next month beginning 02/01/25.’
‘Oh, my God’, I thought! ‘A week ago, they were asking me not to forget to renew my subscription which I did yesterday, and now they are saying do not forget to renew tomorrow.’
I tried calling to speak to an operator to clarify, and no one was attending. I supposed it was because of New Year’s Day. However, that left me in doubt, and worried if I was being squeezed into buying another £20 voucher. And then I wasn’t sure if my renewal would include the extra 50GB that I got the first month.
To cut a long story short, by leaving me in the lurch it came across as another attempt to take away my customer satisfaction. I mean, details are the essence of any business, so why in the first place.
I didn’t want to let it disturb me, as it wasn’t the end of the world. Afterall, if I had to pay £20 more, I would survive, chuckle, chuckle! But nevertheless, it weighed on me.
The blog was written because when opening my mobile on January 2nd, it was a pleasant surprise to read an SMS message which read, ‘Your subscription has renewed and you have 100.5GB. Additionally, we have given a bonus 50GB. So, all in all I had benefitted in gigabytes which came as good news.
Either way you look at it, at least the problem had been resolved, and in actual fact the end result very satisfactory!
However, I would have felt a lot better if they had made that detail clear in the beginning. In hindsight, I had worried unnecessarily!
Take care!
Prof. Carl Boniface
Vocabulary builder:
Topped up (phrasal verb) = as a verb topped means outdid, outdone, surpassed, beat, beaten, bettered, capped, exceeded, crowned. When a preposition is put after top i.e., top up it changes its meaning. If you top something up, you make it full again when part of it has been used. [mainly British] We topped up the water tanks. [VERB PARTICLE noun] He topped her glass up after complaining she was a slow drinker.
Squeezed (v) = pushed into a difficult situation. (syn) hugged, embraced, cuddled, held, grasped, gripped
Leaving me in the lurch (idiom) = abandon or desert someone in difficult straits. For example, “Jane was angry enough to quit without giving notice, leaving her boss in the lurch.” This expression alludes to a 16th-century French dice game called, lourche, where to incur a lurch meant to be far behind the other players.
An SMS = The pronunciation of the abbreviation 'SMS' begins with an "es" sound (not "s") - same as 'SOS and 'MBA'. If it's a vowel sound, you write the article 'an'.
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