Customer Service

Although the impetus for this blog was a “customer service” call I experienced with the “help” available at Charter/Spectrum when my cable was out, most everything here applies to all companies that assume artificial intelligence can serve customers as well a breathing, thinking, human being. Eventually, my problem was solved—but not before I developed a deep and abiding hatred for Charter/Spectrum in spite of a long history of good service from the human technicians who work for the company. Here’s the story:

I was at home nursing a very sore back (which probably reduced my tolerance for the stupidity . . . → Read More: Customer Service

Forks in the Road

I don’t very often write extended book reviews for my blog, but I am making an exception for Choice Points: When You have to Decide Which Way to Go, by Phil Hollander, Robert Reaume, and Harvey Silver. (See for more.) It is an excellent book in more ways than one. I will say more about those ways, but first, a bit of background:

In the interests of full disclosure, I need to say that I know one of the authors, Phil Hollander. We first met in 1994 at an NLP training with Richard Bandler in Toronto. We have . . . → Read More: Forks in the Road

Customer Service

While we don’t always get good customer service, I hope that we (you and I) always do our best to provide it. This blog post is a follow-up to my previous post on Gas Pains. When I wrote that blog entry, I had received less-than-wonderful customer service from #Napoleon Fireplaces and blogged about my experiences attempting to get a new plastic knob to control the gas valve on a Napoleon gas log insert. You can still see much of the discussion on Facebook, although at this point you’ll need to search for it.

To summarize, the original gas knob, . . . → Read More: Customer Service