Buy One Headache, Get Three Free

摘要

It's not a secret that I like to complain about bad telecom customer service (see my May column in which I discuss my betes noirs of customer service, all of which happen to be telecom companies). But I call good customer service when I see it, and I'm increasingly seeing it in the business sectors in which companies have a great deal of competition. Though it doesn't take an analyst to see why this is the case (the impetus to please your customers when they have a lot of competitive options is far greater than when your customers are stuck with you against their will because of regulation or geography), the regulated sectors may not be without competition forever, so they'd best begin taking cues from the more customer-friendly companies.