Customer Service is Not the Same as Being Customer-Centric

Last year, for an ongoing period of three months, I tried to to resolve a payment issue with a nationalwater heater service provider here in Canada.

When my wife and I moved home the previous summer, we switched from our current provider to Reliance, and took advantage of a special introductory offer that would see us receive nine months free rental.

Unfortunately, the sales guy completed the form incorrectly, and we only received eight months. Additionally, the payment amounts on the paperwo...