Introduction

Have you ever had an issue that needed to be addressed, but your phone calls, text messages, and emails were, for the most part, being overlooked? If I asked for a show of hands, I bet I would be gazing over a sea of hands from countless people, frustrated, angry, and tired of being ignored. That is what this simple blog is all about.

This is where media relations and upper management learn just how poorly their customer service departments are performing. If your story is here, then your issue escalation policy really needs work. If your story is here, then you obviously failed at seeking a reasonable and expedited resolution when you had the absolute power to do so.

If your story is here, all is not lost. Failures can be overcome. Wrongs can be made right, and in the end, everyone will be the better for having broken past the barriers, both real and imagined, to arrive at better policies that ensure customers feel heard and issues are resolved. Eventually, the number of viewers will decline, and the story will fade into obscurity. In its absence, change and resolve remain.