Customer Service - A Lost Art for Managers?

I just got off the phone with another customer service rep. I feel sorry for them. They are the foot soldiers who are charged with appeasing the customers' complains and they are supposed to represent the company's interest as well. I have yet to talk to a customer service rep who was rude or unprofessional. They have always been courteous, polite, and empathize with you to a point that as a customer, I have to be conscientious and not get personal.
The managers however, they seem to have lost the very meaning of Customer Service. Once they got promoted, the seem to forget the very trait that got them to the level where they are now.
And why should they? They are no longer in the front lines. They no longer have to put up with the incensed, irate, often-times belligerent customers on the other line. They don't need to put in the extra effort to appease the customer. No more sense of urgency - or common sense for that matter.
I called Customer Service yesterday to complain about the exorbitant bill I received as a text message from Verizon.
First a little background:
I have been a longtime customer (more than a decade) of Verizon taking advantage of my company's preferred customer status. This means that my company promotes Verizon wireless as the provider of choice for our cell phones in exchange for a 19% Employee discount on my Monthly Access Plan. I started with their 450 minute Nationwide Individual Plan with no frills. I just wanted a basic phone and that's it. No Texting and no Data plans were available then.
About a week before Christmas 2011, I went into a brick-and-mortar VerizonWireless store because I was due for a new phone-every-2-years and wanted to also get my oldest daughter a cell phone for Christmas as her mom and I feel that she is ready for one. This would be her Christmas gift.
I transferred my Individual Plan to a Family plan to save money. I know my daughter will be texting more so I wanted the unlimited texting plan that the Family Plan provided.
I was told by the clerk that I can order the phones online and will be consolidated on the family plan once the lines are activated.
I was surprised that that didn't happen. My bill came to $400+ because my daughters phone was in a plan all by herself! This is contrary to what they said!
This is why I think managers lost sight of their customers.
I have complained on this matter since yesterday and is now going on day-2.
Still unresolved. Still a frustrated customer.
They should have taken care of this the first time. Stop the buck at the first sign of escalation. Take responsibility as if you own the company. You wouldn't want to loose a customer to a competitor because you failed to take responsibility when you had the chance. Treat the customers right.
Thanks,
G

I agree pastorcharlie, I just got off the phone with them just now and the customer service guy kept insisting that I (the customer) made the mistake, eventhough I was following their instructions to set up my daughter's phone. It seems like their motto is not "The customer is always right", it's more like "The customer is most likely wrong and it's your job in customer service to prove him/her wrong".
The arrogance of this company is just unbelievable!
The longer this problem stays unresolved the more irritated I become and I know that I will do whatever I can to get out of this contract as soon as I can. I will scout around for other providers and see if perhaps they might be interested in helping me break my contract with verizon in exchange for my loyalty. Heck, if the other provider will even pay for the early termination fee and make a Super Bowl commercial to show how verizon treated this customer, it would be worth it. What competitor would not want to expose verizon's arrogance!
Of course, writing blogs like this might even go viral on the Internet.

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I can't renew my plan. It always say"There was a problem processing your order, please contact our Customer Service team on 30714922 for assistance."

I can't renew my plan. It always say"There was a problem processing your order, please contact our Customer Service team on 30714922 for assistance."
I can't find my payment info and renew button. Please help me!

In this forum, we can't help with purchasing issues.
My suggestion is to call that phone number.

Digusted with the lack of Customer Service and Complete disregard for Inconveniences

Its a shame I have to come here in order for my voice to be heard. I have spent many hours on the phone with technical support and customer service and it has been to no avail. As a longstanding verizon wireless customer I assumed the high level of customer service experienced there would be translated when I decided to pay MORE money and switch from DirectTV to Verizon FIOS. The last few days have proven me wrong as I still remain without internet, tv, or phone service due to a technical issue beyond my fault. I spent an hour on the phone yesterday only to find out a technician would need to be scheduled and sent to my home today. Working in sales, I have reports I must complete each day requiring use of a WIFI connection so this was already becoming an inconvenience on top of the fact I had to be available between 8-12 and miss a half day of work. Not only did the technician never show up but lied in the notes and stated he/she made an attempt to reach me by phone. My call log shows no incoming phone calls during anytime between 8-12 today. When I called tech support to check on the status of when they would be getting someone back out they informed me I would have to wait until tomorrow afternoon before someone could come out. I expressed my extreme displeasure with having to miss more time from work (which is additional money lost) and inconvienece as I would have to move my day around to find a place with free WIFI after work hours to complete my reports. Traffic in DC is not friendly and this has completely turned me off. Veriozn FIOS is unreliable and the level of service I have received to date has been sub par to put it politely. Offering me 2 pro-rated days back on my service doesn't even begin to compensate for the missed time out of work nor the gas and inconvience of running to the nearest free WIFI so I am able to do work required of me. I decided to switch to FIOS because of the verizon name assuming the quality of the product and level of service would be one I could depend on. This has been the farthest thing from what has taken place. I now have another appointment tomorrow and quite unsure if anything at all will happen. I need some somebody from corporate to receive this message as it took me forever to find this forum to express myself and try to come to some resolve to make things right in this situation. None of your customer service reps possessed any information on how to contact corporate and due to my experience I can see why. You all would likely have to hire full time stafff to accomodate the level of complaints coming in. Pending how this situation is resolved, I may or may not take my story to social media and as many review and blog sites as possible. Verizon FIOS has ruined my day and I hope that someone will care enough to make this situation right.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Need a Forum For Poor Customer Service Issues, Like Yelp For Verizon.

Has the customer service been getting worse since there has been less competition for Verizon and because they have the backing of Google? Are they getting swollen heads that make it hard to have any sort of common courtesy? I felt like I was dealing with comcast the other day, not Verizon. I have ONLY been with Verizon because of the customer service. If that starts to disappear, at&t might be in my near future. My dad has them and he has no problems with customer service. I've never had problems with verizon ever. Until now. I would love to be able to get the persons name and customer rep number and report on a forum somewhere about my experience. Just to see if it was me or if this person needs to be fired. Does something like that exist? Oh and of course, vice-versa.

Just hop on over to Google and try and find the names of some key players at VZW and search for their contact info. It took me every bit of a minute to google and find the website people. It has the name of some key folks and contact info...send them an email and voice your concerns. Will it help...who knows...but at least you'll feel better knowing you tried... Good luck with whatever issue you're having with VZW...
Executive Biographies - Verizon

Please help customer service has done NOTHING for

I have had my creative zen micro player for about 8 months and having problems with it...When I put in the battery it won't work, but if I move it around to different spots it works for about 2 seconds and turns off. It has a full charge becaue if I hold it in that position it stays on and you can see the full battery. I've tried everything, I e-mailed customer service, but got nothing so I'm hoping that someone out there will be able to help me. I'm about to die without music .
Dakota

I sympathize with you not having any luck with Customer Service. I have had a long standing issue with them (I sent off email number 54 this morning). I have tried to escalate the problem by requesting the name of the Australian manager (I have asked in writing for this times) but every time they ignore my request. I am on my second Creative Zen Micro which is riddled with faults - just like the original unit. I have spoken to a representati've of customer service on the phone and he promised certain action but has failed to deli'ver (that was 55 days ago). Hopefully someone in Creative, maybe the Australian manager, will read this and help resolve my problem. Do not give up the fight... I'm not.

Your customer service is woeful. thanks for wastin...

If a mod reads this id be grateful if you would contact me.
I have a fault on my infinity service. Its a red light on the home hub 3. The openreach box has a green steady light on the DSL service.
BT faults offer us Sunday morning or Monday for an engineer visit because apparently its a faulty line. We wait in, today and no one arrives and when I call to check im told no one is due to come anyway. THANKS FOR WASTING OUR SUNDAY MORNING.
Don't worry, we will compensate you for loss of service. Who cares about that. What about sitting around all morning.
4 weeks with BT and already signs customer service is as bad as it was years ago. 3 years with bethere and they were great.

markbebb wrote:
If a mod reads this id be grateful if you would contact me.
I have a fault on my infinity service. Its a red light on the home hub 3. The openreach box has a green steady light on the DSL service.
BT faults offer us Sunday morning or Monday for an engineer visit because apparently its a faulty line. We wait in, today and no one arrives and when I call to check im told no one is due to come anyway. THANKS FOR WASTING OUR SUNDAY MORNING.
Don't worry, we will compensate you for loss of service. Who cares about that. What about sitting around all morning.
4 weeks with BT and already signs customer service is as bad as it was years ago. 3 years with bethere and they were great.
Hi. Unfortunatly Openreach do not do residential line fault repairs on a Sunday. You were either misled or mistaken.
Standardcare operates during the period (0800 – 1800 hrs Monday to Friday, excluding Bank and Public Holidays). BT aim to repair a fault reported before 2100 hrs on one working day by the end of the second working day after the day you reported the fault.
Did they say that they are coming Monday now.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Customer Service - handling Warranty process for Materials

Our Business,
1. Our Plant is 1000 - sold a Equipment to a Customer "C100"
2. A Material is broken in the part of Equipment - where the Material[M100] is under Warranty.
3. This Material[M100] is received in Plant 1000.
4. Then this Material[M100] is transferred to Plant 2000[Service Plant]
5. Material[M100] is serviced in Plant 2000 then transferred to Plant 1000.
6. Then this Material[M100] is given to the Customer from Plant 1000 in free of cost as the Material is under Warranty.
"Here in Step 5. We have to know the cost of expenses for Service, that can be posted to Cost Center. Cost must not post to Material after Service as this is given to the Customer as free of cost.
We have to Map this Business in SAP.
Please suggest best fit for above Business Scenario
Thanks
Raja

Hi ,
thanks for your response. If you can provide me more specific details of this scenario without having PM/CS orders for warranty claim that would be great.
We want to track , maintain & raise claim for warranty parts in the system for serialised materials; also need to send parts to vendor at zero cost and receive back in the system - we will not be using SAP PM . so any inputs on how to develop this process with warranty functionlities in such scenarios will be very helpful.
looking forward for more relevent responses..
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Customer service has one solution for my problem

My Cisco 4335 STB has been experiencing all of the usual issues reported here and on other forums.
1) Caller ID has never worked (I've run the troubleshooter and rebooted many times. I see the test message caller ID, no joy displaying during a test call)
2) Random reboot of STB (this has decreased slightly but is still occurring weekly), and everyone's favorite problem
3) STB is intermittently slow to respond to commands from remote. This has increased in frequency and is driving us insane. The only solution we can find is to use the Verizon remote control app on my phone or tablet.
The only solution Verizon can offer is a new STB. This is not an option for us as we currently have hundreds of hours of new shows and movies saved to the dvr and external HD.
I've seen other users report the problems are improving, I'm hoping to see improvement soon myself. I've only been with Verizon for 6 months and I'm happy with the level of service so far.

What you need to do is have someone at verizon reboot your services as there may be a glitch that exists where verizon will first have to run their tests on their end on your home to make sure that everything is ok where if all is well then they can reboot the services where what will happen is that initially there will be a slow response between the remote and the box but give it some time then all will be fine. I too had that issue and verizon rebooted it at night where in the morning all was well. It is an odd issue where it can be repaired without you getting rid of your box and losing all of your shows that were taped. Now as far as getting someone from verizon on the phone to help you out with this problem that is a whole orher conversation. Good luck with trying to get someone on the phone without waiting at least 2 hours to talk to them.

Your Customer Service is atrocious and lost you a customer

You just lost a prospective new customer. Get some new customer service reps. {edited for privacy}

Dial 800-922-0204 or *611 from the handset. Choose option 4 (I believe) for "Other options" - then SAY "Speak to an agent" or Speak to a representative" - you should be connected to a human being in a few minutes....

Is there any Business Package for Customer Service - for service technician

Hi Gurus,
Is there any Business Package for Customer Service. I searched for business package for Service Technician (Field Service Engineer), but I was able to find only a Business Package for Maintenance Technician. Can this busi. package be used for Service Technician as well? Has anybody worked on Customer Service business packages?
Regards,
Dhanabal

Business Package for Plant Manager 2.0 (mySAP ERP)
https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/webcontent/uuid/5025e563-a56d-2910-d7bd-e935c910f215
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Does customer service exist for printing books

I placed my order a week ago and never received a confirmation email. The order also did not show up under my account. I waited a couple of days and then placed the order again. I sent customer service and email saying that I did not want duplicate books purchased. I emailed both customer service and cancellations/refunds for the next 5 days and never received a response. Now the orders are showing up and both are marked as shipped.

Stuuke:
Welcome to the Apple Discussions. Is this the link you used to email them?
http://www.apple.com/support/iphoto/customerservice/orderbooks/
Do you Twango?

Bad customer service for my printer

Today, I called HP customer service for an ink failure issue of my printer. I knew that the printer had out of warranty so I want to ask question how to reset the printer. But the customer service representative told me that I am a valued customer so he will assist my problem over the phone fully without any charges. I really appreciated two attempts (Cleaning, Power reset) and he would give me two options of my problem.
Those were basically replacement plans that were $30-$60 less than the new one. Of course, those plans are for the manufactured reconditioned with extra sets of ink cartridges and 2 years warranty if I pay another $1. I couldn’t accept this offer at that time because I need to discuss with my wife, but instead I asked customer representative to call me on later tonight. The customer representative supposed to call me later tonight, but I didn’t get any phone call from HP, so I called HP and I was really surprised how HP change their words. I argued around 2 hrs with switching my phone call to 4 different person, and a lot of waiting time, asking that I got offered. I knew that HP would record all the conversation and never response me about this.
Finally, I found that HP offered me scratched and cosmetic wear printer with guaranteed working. The hardware supervisor gave me this offer and made sure that I am aware of that by reading conditions of printer. Later, I asked for the return policy, and she give me 3 business days. Who is going to buy a $50 less priced printer with a lot of scratches? I know that another sets of ink cartridges will worth to have this offer, but I didn’t because I will disappoint when I first saw the product.
I totally disappointed of customer service how HP changes their offers and words, resulting me wasted more than five hours, including convincing my wife. I regret that I bought so many HP products (computers, printers, and tablets) I will never buy HP products, and I will not recommend HP products because of worst customer service.

Thank you for visiting the HP Support Forums. I'm sorry but this is a peer-to-peer community of HP customers, and not a venue to contact HP directly. Most of the users here are consumers like yourself who are offering solutions because they like to help others, and any HP employees you see are here on their own capacity and not representing the company.
If you have additional or direct feedback for HP about their products or services, or questions about repair, you can use the link below for contact information.
http://www8.hp.com/us/en/contact-hp/ww-contact-us.html
If you have other questions and concerns about using the forum, please feel free to send me a private message.
OrnahP
HP Support Forums Moderator
Clicking the "Kudos Star" to the left is a great way to say thanks!
When your problem has been solved, accept the solution by clicking "Accept as Solution" to help other members in the future!
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Can I complain about the Customer Service here?

I just had a very measured conversation with the Service Repair people, but there were a few things that struck me as utterly ridiculous. So if Lenovo is interested in understanding the customer perspective, I thought it would be a good idea to share.
I bought a IdeaPad s10-3 netbook a little under a year ago. I did extensive shopping around to find a machine that was not only a good deal, but that would be more than the piece of crap netbook that my sister has (she has an HP). I liked the s10-3, and despite the Lenovo reputation for bad customer service and questionable quality for their non-Thinkpads, I bought it.
I absolutely loved it for the 9+ months that I had it. It was good to surf the internet and write e-mails, it had an excellent battery life, it was very portable, and it could handle Microsoft Office. Apparently I loved it to much. I took it too many places. Because despite placing it in a memory foam carrying case when I took it around, I found that the cover (basically the screen) was misaligned when I closed it. One of the plastic hinge covers had broke.
The plastic had broken off the bezel and it was no wonder that the stresses was centered on that piece - there wasn't much else holding the hinge in place. Once that plastic was gone other plastic parts started to snap out of place.
"Okay," I thought," this netbook was fairly cheap, I guess eventually the plastics had to fail." I just thought that less than a year was a pretty short lifetime. I remembered that the warranty covered a year, so I sought to find out if it would be covered and how I could get it fixed. I thought about just gluing the piece back to the bezel and snapping everything back in place. But hey, if it was still under warranty, why not get it professionally fixed?
The first time I called the Support Center, the technician couldn't find my warranty because his system was down. He asked me to see if there was another Serial Number, which there wasn't. He told me he would call me back with the system was up again. He did not.
I called again, armed with the necessary information: Serial Number, Model, Type, Product ID, anything that identified my machine. This time, the technician was able to get my information and I explained the problem. I told him I thought the machine was still under warranty and he told me to send it in. I asked if I could just take it into a local Service Center but he said, no, it had to be sent to their center in Texas. He said they would take care of everything, unless they found that it was the product of abnormal use (i.e. I took a hammer to it).
I sent it in (for ~$20). So, done deal, I thought.
Nope, I got a call a week later. Apparently the hinge is not covered by the warranty. Only hardware is covered. So Lenovo doesn't have to replace or repair the cheap, superficial plastic outsides, but just the expensive, important insides. I had thought that this might be a possibility (despite the fact that the technician said that the warranty covered it), but the part I want replaced was plastic, so how expensive could it be?
Apparently, as much as the machine. Seriously. They wanted to charge me $300 to replace the bezel. I asked if it was that expensive because the LCD screen needed to be replaced. Nope, just the plastic parts. As a customer, it's ridiculous to pay that much to replace superficial, cheap parts. So I told them I wouldn't pay and that they should just send the machine back to me.
I also told them to make sure that they send back the plastic hinge so that I could repair it myself (super glue ftw!). The technician on the phone with me couldn't (or wouldn't) guarantee that they would send the hinge back. She kept asking if I sent it with the machine (I did, and I mentioned so in the letter I sent with the machine) and that she didn't know if the technician working on my machine had kept it. I explained why I wanted the hinge back and asked if there was anything that she could do for me if they didn't send it back. She stammered. I understood that she couldn't personally make sure that the hinge would be in the box with my machine. But really, couldn't she do anything to help me?
So instead of simply gluing the piece back and having a working (with less structural integrity) netbook, I'm already out $20, plus the time it took to call the Center and package and ship the machine, and I might not even be able to repair it myself!
I would have been infinitely better off if I had decided to trust Lenovo's Customer Service reputation and fix it myself. Or if I was simply told in the first place "Lenovo's warranty doesn't cover that."
Let's hope that my brand-new ThinkPad t420s never has to get serviced. Or maybe next time I should just get a MacBook.
Case Number WN378375

Well that settled it. I WILL NO LONGER BE BUYING LENOVO. My dad disapproved of me buying Lenovo over (what he perceived as) superior quality American products, and I disagreed - but not anymore. Some of Lenovo's policies are seriously idiotic.
I just got off the phone with their Repair Center/Customer Service line. I asked for his supervisor, since I was sure that the Support Rep. couldn't do anything for me. After a delay, I finally got to explain why I was calling and ask if there is anything that he could do for me. I told him that a customer has a reasonable expectation that sending in a machine should make the situation better, not worse. He kept saying "Unfortunately, we cannot give out free repairs..." But I wasn't asking for a free repair. I just wanted SOMETHING, ANYTHING other than a pat on the back and a "So sorry, pal" kind of attitude from a company that just screwed up. He said that the only "concession" he could give me was for free shipping of the machine. I asked what he meant, since I had already received the machine back. He explained that if I wanted to send the machine back to get it repaired, and pay the repair fee, Lenovo would pay for the shipping.
Seriously.
Lenovo's "concession" was to ship back the machine so I could pay for the service that I didn't want to pay for in the first place.
He couldn't offer me anything else. I asked if they could send me the missing part I meant a replacement part, but he thought I meant the broken piece I had sent in. He went on to explain that any broken pieces are automatically put in the trash as "scrap." Okay, makes sense that broken parts are useless if they're going to be replaced anyways. Except that mine wasn't. And it is reasonable to assume that some customers will be unwilling to pay for the repairs once they are quoted. You don't see car body shops throwing out bent fenders before their owners give the OK to do the repairs. It's just a stupid, stupid policy. And I said as much. I felt a bit bad for the guy listening to me, because he has no power over Lenovo's policies.
He put me on hold and tried to see if he could send me a replacement part. But nope, apparently the bezel is connected to the LCD cover (even though you can see a break in the plastic and my bezel snaps out of place from the cover) and he can't send me that entire set.
I asked if there was anything else he could do for me to placate my anger. You know, usually a company has some sort of policy to make a customer happier when there is a situation that they can't remedy. Like when I was flying Alaska Airlines for a 1hr flight and it was delayed 3+ hrs because there was a problem with the door - their customer service team gave me a $150 voucher. It doesn't take back the 3hrs I spent angry in an airport, but it makes me feel a little bit better about their company and how they value their customers. The poor guy couldn't do any of that for me.
So I just told him, if he ever had the chance to pass along these words to the higher ups, that the "resolution" to my situation was completely unacceptable. That Lenovo's warranty should be more specific that it only covers the electrical hardware, and that I was led to believe that my problem fell under the warranty. But more importantly, Lenovo's policies were not customer-friendly, and that they had lost a customer.
Put simply, Lenovo's customer service should nurture and grow a loyal customer base. It has done the exact opposite on me.
It just seems like Lenovo doesn't care about the ordinary customer.

Customer Services Team need to be improved

I am a really angry customer.
I placed an order on March 24th, and then waited untill Apr.1st, I did not receive any installation kit or any message about my order status.
I called on April 1st, i waitied for 1 hour finally can speak to an agent, then she asked me to wait so she can looked up my account....I waited for 20 mins........then she told me my order was locked by customer verification center and give me an number to call.
I called to customer verification center, they said they did not locked my order, everything was approved and me to call back to customer services, then I spent 30min to wait until someone answer the call, she told me no she can not even see anything because customer verification center has locked up the account.......I was like...what happened here? how many calls I should make to make thing right?
How many time I should waste on calling and waiting.
Then I call back to verification center, they took me the system is updating asked me to called back in one hour, and the guy answer my call did not even wait until I finsihed talking just hang out....I dont get this is this the way Verizon treat the customer?
and then I called back in one hour, the system said....the office is now closed................ This is the story on Friday.
but this is not finished yet, I called again on Saturday, the technical support center told me, actually it shows an agent cancelled my order. that's why no body can look up my order....I was like WHAT!!!! I order it on March 24th and an agent cancelled my order with out any reason? and he told me the best way is to reorder the services a again, so I did on Sunday and they schedule my services on April 7th..
I called today, see if anyone can help me to get the services done earlier since I ordered on March 24th, I need internet to get my job done everyday, I need to go to Starbucks buy something to drink so I can stay there using internet!! How can this happened?
WHY can an agent cancelled my order without any reason???
The worst thing happened today is , I haven been waiting someone to answer the call for 30 mins.and I told her what happened she said
she will transfer my call to customer services, and i waited for 10 mins, I told the lady in customer servies what happened, and then she asked me,,,so how can I help? I said yes I need your help to see if there is any possiblilty to make my services earlie and she said I am here for help you placed an order, you already placed an order right? I said yes, and she asked me so what else I can help.....
I repeated my request she said she is only help for placing orders so she transfered me to " technical support for DSL"
I talked to a guy and he asked me to wait 5 mins so he could asked someone handling this kind of issue to help me.
AND I waited for another 5 mins, a lady answer the call, I explained to her once more my story she said sorry it take several days to set up the services and what else she can help, I said I want to know why an agent cancelled my order in first place?
She siad it might be just lost in system, I said this is Verizon a big compnay why will this thing happened?
She said she will transfer me to techical support for DSL see if anyone can help me there, I said WAIT!!! I was transferred from there to you.
She said I am sorry this is what I can do.......
I wasted total of 1.5 hours today, and tell people what happened 5 times today, I dont have an answer and no body could help me.
No body even will get me to a supervisor on duty.,...
I dont believe this is the customer services I am getting from Verizon....
I am really ANGRY,,,wasted a lot of time in 2 days. No body can help..
Tell me why?

Nobody can help? That's a shame, cct. Surely you should have been able to request assistance from a supervisor. I believe that Verizon Customer Service has MUCH room for improvement, but in my opinion, they prefer to listen to only the positive comments and applause so they will NEVER improve in the areas where it is needed most.

Customer Service - A Lost Art for Managers?

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