Mom wants diapers, not cell phone problems

Challenge:

Busy with four kids, Beth is familiar with daily mishaps. Today, her 12-year old son locked up his emergency cell phone by mistake. Not a big deal. A fix-it-yourself type of person, Beth was unable to unlock the phone. Beth was disappointed that this had become a big deal. She posted online, hoping someone would help her.

Engage:

Jerry in customer service was monitoring social feeds and read about Beth's problem. He quickly determined that the SIM card needed to be replaced. He reached out to Beth and told her. Beth sighed, “How much is this going to cost me?” Jerry explained that it will be 30 dollars. Beth knew this was her planned diaper money.

Resolve:

Understanding that Beth was a long-time customer, Jerry offered to replace the SIM card at no charge. Beth was relieved. Jerry then handled all of the processing for her, and shipped a new SIM card. With all errands, diapers and SIM card needs solved, “Super Mom” conquered the day once again.