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Customer Service Nightmares

Today was the day I had dreaded for some time.  I had to clear up a bunch of issues with several big companies—Lowes, Comcast, Verizon, and KitchenAid.  And now with phone calls completed, I’m looking back on a day of exhausting, frustrating, and dehumanizing experiences

Why American Customer Service Resembles Soviet Collective Farms

In the old days of the Soviet Union,collective farms managed the growing process like this:  one brigade tilled the soil, one brigade planted, one watered, another harvested and no one was responsible when the crop failed.  Unfortunately, this same style of management and customer service seems to have been adopted by America’s biggest companies.

Undercover Boss: Transparency is Good Public Relations

t’s a great premise–the CEO leaves the swank office and corporate jet behind to go out into the trenches and see how the real work of the company gets done. Sometimes it means sweeping floors, getting hands dirty and hearing stories of hard work and hard lives, good managers and bad.