Category Archives: Customer Service

Personal Insurance: It’s a Jungle Out There

Both my auto and homeowner policies recently renewed.  They were with the same company, and have been for several years, so they’re on auto renewal. As I was paying the premiums, a little voice said, “That rate for the cars seems high.  I think I need to do some checking to make sure I’m not...

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When the Customer Service Measurement Hurts Customer Service

We left our house to go pick up Eloise’s mother from the airport as soon as the American Airlines website said the plane had left Dallas for Houston. Five minutes later the phone rang.  It was a flight attendant making a call for my mother-in-law to let us know that they couldn’t take off due...

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