I can relate to Robert Grace's recent column on customer service (“To stay competitive, try customer service,” Grace Notes, Dec. 11, 2006).
You are quite correct to say the issue should be seen as one of the greatest “remaining” opportunities American manufacturers have to compete. In fact, outstanding service should allow us to excel, because we presumably enjoy the added advantage of being more familiar with the culture.
My company is little, yet complex. And, as with our Web site, good logical design of our phone system plus the trained human element should help visitors navigate the choices and get help more easily. We are working on it.
When I calmed down again after reading about your experiences, I Blackberried my assistant to meet first thing Monday morning to rework our phone system. Thanks for the reminder and inspiration!
Fort Collins, Colo.