> Guess what: your customer doesn’t care how your system works. This, absolutely. I once experienced a long, drawn-out fiasco with a major department store in

> Guess what: your customer doesn’t care how your system works. This, absolutely. I once experienced a long, drawn-out fiasco with a major department store in which they compounded numerous screw-ups and oversights with consistently rude, unhelpful service and constant referrals from one department to another. "No, sir, you're talking to customer service for sales. You need to be talking to customer service for sales and support. Here's the number." In my final, desperate email to the company's senior management team, which motivated someone with the power to fix the issue to intervene, I noted the insanity of a customer having to learn the company's internal organizational structure and process flow just to get their order fixed. A company's customer service interface should be a black-box API: customer request goes in, and a reasonable response comes out. I shouldn't have to know or care what you have to do internally to make it happen.