Point of View: The 'customer service myth'
Faris YakobGenius Steals
'Customer service' is a misnomer. Serving customers is what companies do but the 'customer service department' is problem resolution. How companies deal with irate customers is an important part of their brand.
Remember in 2008 when Dave Carroll's guitar was broken on a United Airlines flight? They denied responsibility until, after nine months of employees showing 'complete indifference', Carroll released a song about it on YouTube which got millions of views. Only then did United Airlines apologise.
Before that, we had the hilarious video of a Comcast engineer falling...