But the company managed to botch almost every attempt to resolve my complaint over three weeks, even when it knew I planned to write about it. Tell us about it. Employees working in customer service and technical support have more contact with customers than any other employees in an organization. Their mistakes reflect poorly on the entire company. But we're committed to resolve them.
Winters says the company added four customer call centers last year to handle the growing volume.
Each agent, he says, gets six weeks of training and then is required to attend eight to 10 hours of retraining every month. There are two bright spots in this story. Alatrista, the sales representative, made a much appreciated effort to get information nobody else had been willing or able to find. Equally important, she was sympathetic. Every customer service agent should take note.