Writing about people who work in the customer service industry, site contributor Andy Hanselman points out that its often easier to stick to a prepared script than to think and use your initiative.
In other words, whenever you’re confronted with a query or a complaint that has the slightest smell of some similar [...]

When you’re getting terrible customer service, opines veteran entrepreneur and columnist Norm Brodsky, don’t be so quick to blame the company official you happen to be dealing with at the time.
In many cases, he says, the poor guy’s employer is the one at fault, and he tells an interesting story – against himself [...]