Customer Service: An Oxymoron?

I listened the other day to a phone conversation between a customer and a Comcast employee that has gone viral on YouTube. National Public Radio even did a short piece about it. A fellow is trying to cancel his service because he is switching providers. He recorded the last eight minutes of a 20-minute dialogue with the customer service rep. Comcast is the country’s largest cable and Internet provider, and it hopes to buy Time-Warner, the second-largest provider of those services. This would be a merger of two of the most-despised companies when it comes to customer service, according to an annual...

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