It was actually one of the best Telco CS experiences I've ever had, and I think its because the gist of the call was "here are the numbers from my modem, so tha

It was actually one of the best Telco CS experiences I've ever had, and I think its because the gist of the call was "here are the numbers from my modem, so that you can authorize it to talk to your network, do you see it? Yes? Ok, we're done now". The main reason bad customer service happens is because the customer has a problem that the CS rep is not empowered to fix or escalate the problem. Its not a question of "caring", its a question of results. Its really hard to care about your job when faced with unrealistic expectations from the customer, and insufficient resources from the employer. A lot of folks with customer service departments could save a bundle on labor and earn a lot of goodwill if they would recognize that.