Teaser from the full article:
...First, there was the time I went so far as to demand a formal, written apology from a car salesman who called me a b---h and hung up on me after I confronted him on the fact that he slipped into a sales agreement additional fees that I had already declined. That time, I spent days going all the way up the company’s corporate ladder until I got the response I wanted. And since I’m telling you this story a decade from when it occurred, I clearly held on to this memory – and have made subsequent car buying decisions based on it.
But, the reverse is also true. I also remember great customer service experiences and become a loyal follower and champion of brands that serve me well. I recently had a fantastic customer service experience that illustrates how providing excellent customer service is crucial to keeping your customers or constituents engaged and happy – and will keep them from going anywhere else.
Here’s what happened....