For Immediate Release

When Customers Tear Their Hair Out In Frustration...An Angel Can Step In

BELLEVUE, NE: Sure, it feels great to post your customer service horror story on the Internet - but Linda Arellano says it may not solve the problem. "Business owners frequently ask, 'Why should I fix that, it's already out there in public? We did try.' But smart businesses WILL pay attention if a respected third-party approaches them individually, in confidence. You get better results by talking privately than by airing dirty laundry in public."

Arellano has started a free service to convey customer grievances, in private, directly to high-level staff at the problem company. Consumers who can't resolve a problem can visit www.CustomerAngel.com, and Arellano's company will research the right person to receive the message--and follow up with the consumer to learn the result.

Arellano recommends three-steps to deal with a difficult company:

1. Remain calm
2. Don't take it personally if you can't get satisfaction
3. If you're not satisfied, visit CustomerAngel.com to bring in a credentialed advocate who will go to bat for you

Arellano has strong opinions about the decline in customer service nationwide. "Customer service is dead—but it can be revived. Businesses have been very successful in lowering our expectations. We're paying more and getting less service. Businesses put customers through so much hassle that they just buy elsewhere. It would save both businesses and consumers a lot of time and trouble if they got it right the first time, and we want to help with that."

If collectively, consumers demand better treatment, we will receive it, she believes—but first we have to feel empowered and make the system work. "Companies may go after quality certification such as ISO 9000, but they have to remember: Quality is something the customer defines! We do have the power to change bad service."

ISO, she notes, is drafting a standard for complaint handling. Perhaps in the future, widespread compliance with that standard will close Customer Angel—and Arellano will be delighted.

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Customer Assurance, LLC was founded by Linda Arellano, a Frontline Talent Leader. specializing in the customer contact industry using techniques that provide unique customer insights and improved customer service.

For more information or assistance, please contact: Linda Arellano