Customer Service or Dissatisfaction?

  I love my job, most of the people that I speak to every day are lovely, happy clients – after all they are calling to book their dream cruise holiday
Occasionally it is fair to say that a client calls and for whatever reason is not happy or is a little difficult to please – these are my favourite clients as there is nothing more rewarding than changing their experience into a positive call and them hanging up pleased with the service they have received The reason for my post is my recent experience with my Gas Supplier, I had received an email to say that they were planning on increasing my  payments by £100 a month, I felt this was excessive – after all I live in a 2 bedroomed house not a castle!
I called the (non freephone number) got through after 15 minutes to an agent who was clearly not having a good day, after going through extensive data protection questions  he told me I was through to the wrong department and put my call into another queue, another 20 minutes went by and I spoke to a nice girl who asked me all of the same security questions, told me I could change my tariff and save £200 a year (which annoyed me further – why was I not automatically on the lowest tariff anyway??? – that was another call on another day!) but she could not help with my reason for calling so she put me back in the call queue I was getting more and more frustrated, after being on the phone for an hour and a half the time was now 530pm on Friday afternoon, I was just about to give up when my call was answered. You would have thought as it was the end of the day and the end of the week the person would not have been happy to help but you would be wrong! Within 2 minutes she had calculated my bill and reduced my payments not increased them! The reason for my rant is that ALL customer service should be good customer service, it should not matter what time of day you call a company, who you speak to or what kind of day they are having, we should not remember the good experiences as being exceptional we should remember the bad ones as being isolated At cruise.co.uk we pride ourselves on fantastic service and even ask our clients to rate it!
If you have had similar experiences – good or bad – I would love to hear about it