Good customer service starts with the person in charge. If he or she is truly interested in customer service, the company will provide an easy-to-find phone number that consumers can call at all reasonable hours to speak with a representative who’s in a position to help.
Almost everyone has to deal with customer service at some point. In fact, 88 percent of the people surveyed by the Consumer Reports National Research Center had done so in the previous year—to question a bill, request a repair, return ill-fitting merchandise, and more. And many of them didn't like the experience.