I complain a lot about bad service, but I’m all for recognizing outstanding customer service. I go out of my way to thank people directly for great service and often ask to speak to a manager to give positive comments. I remember the manager of an AT&T store who seemed extremely surprised (and happy!) to hear me telling him good things about one of his employees and how he had helped me. Recently, I had a … Continue reading When Begging for Customer Service Scores Hurts Customer Service