MelBivDevoe
I've worked in customer service for longer than is probably healthy - going on 13 years now. In my many years, I've learned that one of the most important things for a customer service rep to do is to make sure the customer feels like they've been heard - that even if you can't help them, you're doing your best to make sure their problem is being addressed. Acknowledging the complaint goes a long was towards customer retention and loyalty. This is a story about how Verizon managed to screw up our internet account - all on their own - and how their lack of basic customer service almost lost them two very loyal customers.
