Stories by Allan E. Alter

  • Want happy customers? Don't tick them off

    My auto repair shop once set my car on fire. Recently, my long-distance carrier, a company that prides itself on customer service, called me about 44 cents I owed it. Guess which experience still burns me up? The answer says a lot about the state of computing and customer service. When your number's up, it's up. And around 8:15 on a recent morning, a computer decided it was time. A phone company representative called while I was rushing to get ready for work to say my account was 60 days overdue and asked if I'd like to pay the balance by credit card.