At a glance
- Restoring family memories: Verizon representative Nate Fletcher worked over an hour to recover a disconnected phone number dating back to 1978.
- Human centered customer service: The initiative demonstrates how customer support advocates prioritize authentic connections and resolve complex emotional challenges.
- Sharing customer experiences: Verizon invites individuals to submit their own stories of customer delight directly via email.
In an age of automated responses, what drives someone to share a story of gratitude? It takes more than just satisfaction. It takes a moment of genuine relief, care, or what we like to call, delight.
Our latest story highlights Verizon representative Nate Fletcher, who shattered expectations by preserving a family’s cherished memory. When Julie’s father passed away, she lost her last connection to him—the phone number that dated back to 1978 when her family home was first built. Nate worked tirelessly to reconnect Julie to this significant thread to the past.
“
Nate performed a miracle! He spent an hour and twenty minutes on a call and got me the phone number back!!
Julie O.
Extraordinary standards
Nate didn’t sign on to work that day expecting to reunite a family with four decades of irreplaceable memories. When he stepped up to tackle the challenge, Nate simply brought his authentic philosophy to the table. It is also a reminder that behind every account number is a human story worth advocating for.
“My favorite part about working here is the genuine connection we build with people,” Nate explains. “If someone is reaching out to us, we’re on their side. We’re going to stay on the line and figure it out together.”
Have a story of delight? Send it our way
Do you have a story of customer delight? Email us at good@verizon.com.
