I had numerous folks reach out to me to share their grievances - and more importantly, I had a Twitter user from the cable company reach out to me to help correct the issue.
Within 24 hrs, after two direct messages on Twitter, my problem was resolved.
I finally felt vindicated.
However, in the afterglow of resolving the solution, I took a moment to reflect.
It took one semi-heated rant posted to a service like Twitter to get the Office of the President to address my issue. Is Twitter the FINAL or the FIRST step that you need to take to get better customer service?
Isn't the true first step to have an employee-empowered customer service org to deal with lowly customers like me?
If your customer front line is not empowered or educated to handle situations like mine - what is the point of them?
