Local # portability
On November 22, 2003 the Federal Communications Commission ("F.C.C.")Mandated a law called Local Number Portability or L.N.P. On that day on which L.N.P. came into effect, wireless customers swarmed into local Verizon Wireless retail stores nationwide. The porting process can take anywhere from three hours to three days depending on the original service provider and when that service provider releases the number for use by a new carrier. One particular customer in the Verizon store where I work "ported" his number on the 22nd of November. However, his phone did not yet "port over" as late as the first week of December. This was a difficult problem because the customer had to carry two phones for two weeks and was also being billed by two carriers. At the time I realized that if I wanted this customer to continue doing business with my store. I would have to do something quick to satisfy him with our service and to his portability dilemma. First, I had to make sure the port would go through. To solve this problem, I called Verizon Wireless and spoke
I make sure every customer leaves satisfied, happy, and relieved knowing any problems regarding any of the products they purchased will be taken care of to the fullest extent. After this whole mess was straightened out, I called the customer. I also let the Verizon representative know that I believed that the customer should not have to pay for service he was not able to use . The customer was delighted to hear that we were working for him. Knowing that the customer would cancel, the representative made several calls and within minutes the number ported over. The next thing needed to be taken care of was the bill from the original wireless provider. I apologized for any inconvenience that this may have caused him. I let him know that I understood the way he felt and thanked him for his patience. I explained the problem and insisted that if the port did not go through, the customer would cancel service and return with his original service provider. A customer who tells a friend or family member about the excellent services that a store has provided to them is for effective advertising, than watching a commercial or reading a paper advertisement because the potential customer now knows exactly what service and product they will be receiving. She completely understood the problem and quickly credited the customers account. He apologized for being rude and said that he would refer people to the store and would continue doing business with my store. Also, being courteous, polite, and helping the customer can possibly generate business by word-of-mouth, which is free advertising. I let him know that his phone was finally ported over and made him aware of all the credits he was receiving.
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