Where customer service is considered a form of art

Just a little anecdote about customer service....

On August 9th we extended Leeson's mobile phone contract with another number, a new one for me.
The lady sold us a package, quite cheep, told me to always put my phone on 3G (some sort of wireless connection outside the house, so basically you always have internet connection everywhere), I could text, call, even long distance and wished me good luck. So la la la, I am happy, I Facebook happily around, call my friend Linda in Toronto, lalala, Skype, lalala, happy happy with my new Iphone.

A few days later I get a text message from Bell.com saying my download MBs had reached it's limit and my bill was over $250. Nice of them to fire a warning shot, because I freakin'freaked out!

Call Lee (long distance) "Babe babe, my phonebill is high, they are going to cut me off etc". All this
in a raging panic. Lee being Lee tells me patiently to call customer service to correct it. So I call. My hopes are low, my experience with CS puts me in a fright/flight/fight mode as soon as I have to go through the never ending menu of choosing the right option. My heart beats, I am ready to give them a piece of my mind, etc.

In Holland you pay 10 cents per minute + phone charges and you are put on hold for about 30 minutes so they can make money of off you. Here... immediate connection, for free, with Pauline.
Pauline logs onto our account and gasps (oh oh, gasping is not good).... and I start to cry when she says: "Ehr, it's a good thing you called because your next bill will be over $3300".... NO!! I panic. "We don't have that kind of money, the lady sold us the wrong contract bundle, I didn't know this etc. etc."... Cry cry, panic panic. Pauline says: "Please don't cry, I don't want you to cry, it's going to be okay. Let me fix it for you, can you hold? I'll be right back." Yes I'll hold it's free!

She comes back and says: "Obviously you were informed wrongly by the desk where you bought your contract (What?
You are telling me I am right and your company is wrong?) and this we have to fix for you (What? You will solve my problem without me having to go into a rant?) What I am going to do is change your bundle (What? Free of charge, no questions asked?) and I am going to let it start on August 9th when your first contract started. This way the $3300 will disappear from your
account and you start fresh. (WHAT?!?!? You can make 3300$ disappear from my account, money your company will lose, just to make me a happy customer?) You are now on a 55$/mo contract incl. long distance Canada, 10 favorite numbers for free, 1GB free download and unlimited text and Facebook (WHAT??!?!?!).

"And please don't be upset anymore", says lovely Pauline, is there anything else I can do for you?". Ehr, yes, go to UPC, KPN and Telfort in Holland and EDUCATE THEM!!!
KLANT IS KONING!! (customer is king)