When I phoned Townsend over a disturbingly high bill, I found myself talking to Alicia, an articulate, knowledgeable and audible {a bonus strength since I'm hearing impaired) rep who listened and responded with sensitivity. While representing the company's position clearly, she heard me out and agreed to present the matter to her manager. That she did--and phoned me back promptly. While I had been convinced that I would be leaving Townsend, my interaction with her has caused me to reconsider. While I have not yet decided, it is Alicia's calm and caring demeanor which has me reconsidering what I'll do. A company with such an excellent representative is to be commended. I hope you know what a treasure she is! (My remarks below refer to my talk with Alicia.
