My request for internet service was not an easy one to fulfill. In fact, I started the process totally expecting them to fail. To back up to the beginning of the story: I live in a what we call a little slice of heaven. But with that comes a price. Nothing is convenient! Three years ago I researched every possible solution for internet service, even bringing several satellite providers out for tests and managed to find a wireless solution that was adequate as long as you didn't try to download a movie or song. I accepted it as part of the price I pay for living in a beautiful place. A couple years pass and on impulse I click through an ad and chatted with a rep on Frontier's web site. She says "sure, we can provide internet to your home." I think, "yeah right! absolutely certain that you really can't but you don't know it yet, because I live in a hole and we can't get anything in the piece of wilderness". Now, the challenge is on.... I called a few weeks later
Jump to the end of the story... it was not an easy install for Frontier, there were problems with the infrastructure in my neighborhood and home. But through it all, every contact I had with Frontier was met with kindness, from the installation guy, to the many phone reps I talked to, even when I insisted upon being escalated to a supervisor when I lost patience.
According to the Oxford dictionary Kindness is the quality of being friendly, generous and considerate. That describes every experience I had with Frontier.
So let's dissect what they actually did that led me to describing their approach as Kindness:
1. They listened, I mean really listened when I was explaining the challenges. Every time!
2. They were sincere and honest with me when solutions were delayed or there was a need to take more actions to complete the install.
3. They treated my requests as rationale ... Even when I asked for a billing adjustment, they acted like my request was very reasonable and worked to accommodate. No one ever tried to "protect the company" the common response when you ask for consideration.
Now I'm wondering, does Frontier Communications have a training program for Kindness? Or do they hire specifically for that skill set? Either way, they are winners in my book.
What do you think? Can Kindness be a learned skill? Comment below if you want to share your thoughts on this topic?