Excellent Customer Experience at FLOW

Dear Ms. Dawn Alleyne

This is to thank you for the exceptional service you provided to my family and me on Saturday, October 21, 2017. I was overwhelmed by your professionalism, which unfortunately is almost non-existent in our current business environment.

For the record, I arrived at FLOW at approximately 9:15 and I was greeted by a very pleasant receptionist/customer service coordinator, who listened to my concerns and directed me accordingly. I had a very short wait until my number was called. I presented you with four problems and I was instantly impressed by your listening skills and empathy. I admit that I was a bit flustered because I assumed that my major issue was unsolvable and insurmountable (for at least 5 days), based on feedback from your colleagues at the contact centre in Jamaica, who provided two conflicting sets of information on the previous evening. Indeed, I spoke with them at 8 pm and then again at 10:15 pm and during those two painful conversations, they over-promised and under-delivered. In fact, they NEVER delivered!

You solved my major problem within 10 minutes, by thinking and ACTING “outside the box”, which provided great relief to my family. You also handled the other problems competently and thoroughly. During this process, you analysed my mobile, land line, internet and TV packages and 1) educated me about current deals and offerings, 2) identified avenues for me to reduce my monthly cost, 3) provided advice with respect to the needs of my family and 4) provided me with advice based on my current mobile and land line usage and how to obtain the best value for my money. You also persuaded me to cancel my cable service with another service provider and increase my FLOW TV package accordingly.

Ms. Alleyne, I consider my experience with you to be outstanding and the best encounter I have ever had with your company, since moving to Barbados twenty-one (21) years ago. It is my intention to share this experience with the NISE and on social media (Facebook and Linkedin). I would appreciate it if you would share this e-mail with your seniors, as I consider it to be of tremendous importance to them. You Dawn Alleyne, are an asset to Barbados generally and to FLOW in particular.

Thank you for your kind assistance and please continue to add value to the lives of ordinary customers like me.

Gratefully and respectfully,

Darrell Wilson (a very happy FLOW customer)