What Kind of Customer Are You?

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Usually it's not the fault of the person who is doing the apologizing (speaking from years of experience in the service industry), so that's just a polite gesture that I appreciate but in most circumstances is a CYA response. I typically give marketers a chance to fix it once and if they mess that up, it's time to pay up. The only exception is health insurance companies and other big businesses - they should reimburse you for every minute you spend on the phone being transferred from one unaccountable department to the other!

Katinka Hooijer of WI 9:55PM December 13, 2007