It is sad to see so many examples of bad customer service. I wish enough companies would adopt management improvement principles so that at least I could avoid dealing with the others altogether. Here are 2 more bad examples from the Washington post today. Cellphone Contracts - Hard to Get off the Hook

Another in the long list of bad service from Verizon examples. And the Post also has a story on the continuing Passport saga, which just feeds the perception that government can’t manage:

Wouldn’t you love to see what lean thinking passport operations could accomplish (which is really just part of the system that passed the law - one of the numerous failing of the State Department was not adequately explaining the consequences/requirement of the new law? I know I would.

Related: Customer Hostility from Discover Card - Standard Prepaid Cell Phone Policy - Ask Your Customer What They Would Like Improved - What Job Does Your Product Do? - Public Sector Continuous Improvement Site