Out of service. (First).(Brief Article)(Column)

Customer Interface, March, 2002

I hope you've all been reading Paul Stockford's columns regarding the Path of Least Assistance (see "Reality Check" November 2001 and February 2002). I'm sure many of you can commiserate with these unfortunate individuals that have been slighted by insincere customer service reps or recount instances in which you've received nothing but lip service.

I, however, can envision the day when we'll say to each other, "Remember when people used to at least act like they cared?" There's a certain comfort in hearing an empathetic voice, an "I'm so sorry that happened, Ms. Karr. Let's see what we can do to fix it." These simple words can dissolve my anger and make me feel better -- at least for the moment. I've come to realize the odds of action being taken are slim...

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