In the early part of my career I worked in the hospitality industry. This is where I gained the in depth knowledge of the complex subject: Customer Service
I am sure everyone has had the pleasure of calling into a customer service line and you are either met with Cantankerous Charlie or Positive Pollyanna. Usually, when I have been met with the ladder, I ask to speak to his/her manager in order to relay the positive experience I received. 9 times out of 10 the manager is pleasantly surprised to hear a compliment which tells you a few things... but that is a completely different blog.
Today, I found I had $75 of unauthorized charges on my account from iTunes. After calling my bank to dispute they had suggested I call iTunes since the charges hadn't been "processed" yet.
Annoyed and broke lol (just kidding) I called into iTunes in order to dispute these charges. I was transferred to Eddie and he was so thorough, kind, on top of it, knowledgeable and efficient. I was pleasantly surprised by the entire conversation as well as the follow-through. They are unable to give out last names so I immediately thought "twitter" He was so gracious and told me that this just made his day!!
My point is that with technology has made changed so much of how we do things including, customer service. What was once was a comment card is now a twitter post that can go viral in a matter of seconds.
Whether you have decided to embrace technology or not, it has really become no longer an option.
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