Good customer service once meant that a store or service employee would know you by name. This person would know your previous purchasing habits and your preferences; this person would know the names of your kids and your dog. Great customer service once meant that an employee could use this knowledge to anticipate your needs or personalize a specific deal. Well, this type of service still exists — in some places — but many businesses have outsourced it to offshore call center personnel or to machines, or both. Service may seem personal, but it’s not — service is customized to suit your profile, but it’s not personal in the same sense that once held true. And, to rub more salt into the customer service wound, businesses now use their automated phone systems seemingly to shield themselves from you, rather than to provide you with the service you want. After all, when was the last time you managed to speak to a real customer service employee after making it through “please press 1… Read more