Oftentimes, they'll do what's necessary to keep your business -- but they need to fully understand your expectations.

251

The organization later faced a class action lawsuit, and I got a rebate check as part of the settlement. Customer service problems can be very expensive for companies, and a lot of times they don't think about the long-term costs and the loss-of-loyalty issues they create.

198

Often companies are not aware of additional inconveniences caused by their service failures. They know the new TV you bought from them broke but don't know you had all of your friends over to watch the game when the picture went out.

174

Bad service is something everyone can relate to -- we've all had an experience with an obnoxious employee or had to call to correct an error on a bill. What we often can't relate to is the great way a company recovers from a service failure and wins our future business.

112