“The agent gave me a heads-up about next month’s bill.”

“They spoke too fast and used a lot of jargon I didn’t understand.”

"They used my name and explained things."

"The agent apologized for the mix-up and fixed it right away."

“The agent recognized I’d had a bad experience before and acknowledged it right away."

"The agent explained the next steps clearly before ending the call."

"I was told yesterday to call back today for help."

“The rep said, ‘Let’s work through this together.’”

"The agent told me 'There's nothing I can do - that's our policy.'"

"The agent offered me an alternative when my original request couldn't be met."

“They made me feel like I was being blamed for the issue.”

"I was transferred to different departments to solve my issue."

“They only answered the question I asked—but I was still confused and they didn't offer to explain more. I still don't know how to read my bill."