Customer service is something that affects me. And you, for that matter. We bitch about it, are delighted by it if its good, even though it should be expected to be good. What is absolutely apparent is that our expectations when it comes to customer service (CRM practitioner companies take heed here) are so low in general - meaning not about any particular company - that a good customer service "incident" is very noticeable. So I have a story to tell. Its of Verizon (who I never have liked and handled this one horribly) and their tech repair guy, Jay (who I think is a champion - both for what he does and who he is) and...well, let me get into it.