I would like to formally recognise and compliment Marissa for the truly exceptional customer service she provided to me today.
Before speaking to Marissa, my experience with EE had been extremely frustrating. I had been sent the wrong router and had to make four separate phone calls trying to get the situation resolved. Despite repeatedly explaining what had happened, nobody was able to properly understand or fix the problem. By the time I made my fifth call, I was so disappointed with the service I had received that I genuinely wanted to cancel everything with EE.
Then Marissa answered my call.
She spent over an hour patiently going through the situation with me, trying to understand the complicated mess I had ended up in. What stood out immediately was her professionalism, empathy, patience and genuine willingness to help. She did not simply try to get me off the phone or pass the problem on to somebody else. She took ownership of it and was determined to get to the bottom of what had gone wrong.
Her passion for helping the customer was obvious throughout the entire call. She listened, investigated, explained things clearly and, most importantly, finally managed to resolve a situation that four previous calls had failed to sort out.
I cannot praise Marissa highly enough.
I started that call wanting to cancel my services because I had completely lost confidence in EE. By the end of the call, Marissa had restored my trust in the company. That is entirely down to the way she treated me and the effort she made to put things right.
After several very stressful days dealing with this issue, Marissa genuinely made my day. She was my hero today.
She is an exceptional example of what customer service should look like: professional, knowledgeable, compassionate, patient and genuinely committed to helping the person on the other end of the phone.
Please make sure this feedback reaches Marissa herself and her manager, because employees who provide this level of service deserve to be recognised. I sincerely hope EE uses her as an example of outstanding customer care.
Thank you, Marissa. You turned an experience that had made me want to leave EE into one that restored my confidence in the company. I am incredibly grateful.
[Mod edit: Full name removed for privacy.]
