Is customer service an oxymoron?(The Last Laugh)

Economists say America is changing from a culture of manufacturing to service, in which the key item exchanged is not something you can touch that has been manufactured, but rather a promise to take care of a need.

In fact, enlightened administrators at colleges and universities are starting to realize that students have a choice, and without students choosing that school, there'd be no need for a person in their chair. The title of the 2004. National Association of Student Personnel Administrators (NASPA) reflects that dedication: "It's About Students--Period."

Apparently there is a wide range of definitions of good service, and many of mine recently have been memorable only because of the irony involved.

Worst cases

* The worst example of service I have heard of recently has been right at my work desk, in which SBC has jeopardized this publishing venture by its continuing administrative and service errors.

It started in April 2003, as we planned the move to our new quarters on Farmco Drive, on the outskirts of Madison. We wanted to avoid inconveniencing customers and vendors, so we wanted to keep our same telephone number.

Well, you'd have thought somebody asked Henry Ford for a red Model T! SBC wouldn't let us make the move and take the number, so we decided to switch to another phone company.