Tag Archives: Rogers Communications

Dialling Up Great Customer Service

Many of the blogs that I write about are based on my own experiences, and while I try to write stories about my travels and encounters outside of Toronto, I do realize that many of my topics are centered on the Greater Toronto Area.

However, this story is about a Canadian company, and while they are here in Toronto, they’re also right across the country. I’ve written about them in the past, but I feel like it is necessary to mention them again.

For many years, my cell phone and cable provider has been Rogers. One of the reasons behind this is because when I ran into a problem several years ago, I came into contact with a customer representative who was extremely helpful and kind. Ever since then, I’ve kept in touch and she’s always been able to help me out whenever I’ve been in a pickle.

In more recent times, she’s taken on another position within the company but has been thoughtful enough to direct me to employees as kind as herself. Back a few weeks ago, I had a software problem with my phone, which then turned into a hardware problem. I realized I needed a new phone and reached out to one of my new contacts at Rogers—John.

I first connected with John when I was looking to reduce some of the costs connected with my services. At the time, John made a few adjustments, so I ended up with more features and services while at the same time, reducing my monthly costs.

Fast forward to a few weeks ago, when my phone had died and I reached out to him in a little bit of a panic, because like many people, my phone was like my life and I needed it to be working for various reasons. On top of that, my phone was fairly new…only two years old…and should have been operational. Even though John works on the west coast, he got back to me within minutes of me sending him an email, asked me what the issue was, and told me that if I could give him a bit of time, he would work on a solution.

In less than an hour he got back to me and gave me a number of options—all but one of them involved a new phone without any extra charges or long-term commitments. Once I made my decision, I received my new phone just two days later and I was back up and running in no time.

You would expect a company in telecommunications like Rogers to understand the urgency of uptime, and clearly they do from the way that John and some of his other colleagues work.

To tell you how Rogers is evolving as a company, years ago if I had a problem with my bill, phone, or other services, and I had to call Rogers, the hair would stand up on the back of my neck because the entire process was often quite frustrating.

In more recent times, they seem to be changing with the era, and adapting to the growing need for good customer support. I now know that I can count on Rogers to stand behind their services, and support me when I need it.

Rogers
1 (855) 381-7834
www.rogers.com

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Say “Roger, Roger” to Rogers’ Excellent Customer Service

Similar to many other Canadians, I’ve been using Rogers for phone, internet, and cable services for countless years. While I’ve had complaints, I’ve also had good experiences when dealing with some of their great customer service representatives.

Recently, two of my special offers were coming to an end, and I reached out to a representative to see what could be done about the pricing. In addition to receiving help, the representative even went out of their way to assist me in obtaining a new phone, and once I received the new phone (a spiffy, new, Samsung Galaxy S7) the representative helped me figure out all the new features, apps, etc. Being a Blackberry user for the longest time, I really appreciated them making the transition to a new device go as smoothly as possible.

Based on my recent interactions, and how the representatives took care of me, I believe that Rogers is truly making significant improvements in their customer service. In almost all cases, they have been able to help me out and keep me as a satisfied customer.

In the end, despite the ever-evolving world of telecommunications, I think that Rogers will be able to keep up with the needs of their customers.

Rogers Communications
1-855-381-7834
rogers.com

 

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