Zappos brings customer to tears (in a good way)
posted by growabrain on Oct 15, 2007 - 38 comments

Get Satisfaction has launched. It's crowd-sourced customer service -- or something like that. [more inside]
posted by chunking express on Sep 13, 2007 - 25 comments

...no one here has any intentions of helping you with anything. I am the manager of all of Customer Service. There is no one higher than me that you will speak with.
posted by Blingo on Feb 1, 2007 - 79 comments

Half of IT managers admit to hating their users... a lot. - But it's ok, because the users hate IT too. No, they really hate IT. Perhaps IT isn't meeting customer demands. And it isn't like either side's attitudes have changed much over time (July 2001).
In the long term, it simply may never work out between IT and the users. After all, IT support is just like any other customer service job. And we all know customers suck enough for people to start web pages about it... again and again.
posted by smallerdemon on Aug 28, 2006 - 60 comments

Jeremy Hermanns' flight on Alaska Air #536 was out of the ordinary, to say the least. A baggage handler ran into the plane before takeoff and didn't bother to report it. So when the plane reached altitude, its cabin suddenly depressurized, and was forced back to Sea-Tac Airport. Jeremy, who has experience as a pilot, posted about what happened on his blog. Rather than offer an apology, Alaska Air employees have taken to bashing him from company IP addresses.

This brings up a larger question, though. What should companies do when their products or services fail, and consumers (almost inevitably) discuss it in a public forum? Jeff Jarvis' Dell incident comes to mind. In that link, he mentions Dell's no talking to customers on blogs policy.

Would you rather have a company that reached out to disgruntled customers, or pushed them away? I've seen more than one small software company comment on a blog or take direct action as a result of a post -- is that the preferable route today?
posted by bitter-girl.com on Dec 30, 2005 - 40 comments