One of the nation’s largest wireless carriers sent a letter to approximately 1,000 of its customers, effectively absolving them of their contract agreements and final bill payments because they would no longer be providing them service due to the fact that they relied too much on customer service. I believe if you’re reading this, you don’t agree with companies that adopt that model of addressing “difficult” customers. I don’t agree with it either and that’s why this issue is chock-full of articles with great insight into how you can successfully address issues and challenges with customers. It all starts with your corporate internal infrastructure and policy decisions.

Linda Driscoll-Dobel