There is a happy ending to the earlier story. Within the hour, Vonage called Jaffe to fix things.

What steps could you take to cure a business' bad customer service reputation?

Seasonal offers, customerservice desk

Town of Chapel Hill Customer Service Graduation Ceremony, January 20, 2011

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When great service just isn't enough: Chronically unsatisfied customers

When you apologize to customers, are you saying you're sorry or are you managing risk?

With hosts @MarshaCollier, @GregOrtbach, @AlHopper_ and @ImMarkBernhardt

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Do you use incentives or rewards to make up to customers for service mistakes?

How do you encourage customers to tell your customer service story?