I recently read this article in the New York Times which highlights a couple of separate customer service examples.
The first example is a customer service experience with a car rental company, and the second example is a customer service experience with PayPal. In both cases, a good deal of the article spends time describing the customer experience over the phone talking to the agents representing each company. In both cases, there was a bad experience or customer dissatisfaction. In both cases, the companies are getting significant exposure to the 18 million online readers and 1.4 million subscribers of the New York Times.
With so much communication power in the hands of our customers, it is time to care about customer service…again.