I just wanted to take a moment to publicly commend Sheila from the Birmingham office for the excellent support she provided to me this morning. When I initially called, I was feeling really annoyed and frustrated due to the broadband outage (which I have a complaint about). However, within just a few minutes of speaking to Sheila, those feelings completely eased. She has such a warm, calming personality and immediately put me at ease.
What really stood out was her ability to balance being professional while also being genuinely human. She was efficiently accessing my account and checking what was happening with the service, but at the same time she was able to have a normal, friendly conversation, which made the whole experience feel far less stressful. She listened, showed real empathy, and proactively arranged for a temporary mini hub to help minimise the disruption.
Customer service like this makes a real difference. Sheila is a credit to EE and the Birmingham team, and I’m genuinely grateful for the support she provided today. Thank you, Sheila.
