Joel on Software tracks down some causes of bad service. it's pretty impress, a "Why things bite back"moment in which management's inability to think in systems or understand humans (or both) leads to trouble.

Experience design starts at the "c" level in a company. Executives set the tone and reap the results.

Another great article. I've always taken issue with "time limits" from management on tech support calls. If you want the customer to be satisfied, you can't rush them off the phone just because it's coming up on your established limit time. The customer senses when they're being rushed and they tend to dig in their heels when it happens. Each call takes as long as it's supposed to take for quality service. Put a number on it (calls per hour or time limits) and quality goes right out the window.

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