Here‘s a MySpace tale of a Dell customer who’d had it and was contacted by one of the customer-service people now assigned to respond to bloggers, John Blain. When she was dealing with Blain, life was good; when she got back to the outsourced machinery of alleged customer service, it was not. But then Blain fixed it. At the happy ending, she writes:
And he wrote to me as if I was a person, not going by a script or any of that other bullshit.
There it is, there’s the essence of good customer service: to people as people. Chug-chug on the Cluetrain.