Two Things You Want to Hear from Customer Service

Whether it's tech support for your computer, or HVAC, or a government agency, or your health insurance company: 1. Click click click. "Oh, I see what's going on."

2. "There, that should take care of it."

The first means that the company gives customer-facing personnel direct access to account info and the entire flow of decisions affecting it.

The second means that customer-facing personnel can actually make decisions and reach into the spaghetti of rules, regulations, and settings to fix something.

(My small ISP is a good example of both; Blue Shield is a bad example of both.)