I stumbled upon this site as I researched up-to-date commentary on CS and was happy to find many shared viewpoints. As a consultant, trainer and author, my recent service experience (10 calls/visits to solve problem) prompted me to write and self publish on Create Space - The Moment of Goof -- Customer Service in the Digital Age. Based on real customers' experiences, research, and new directions, I really believe that we must transform our customers' experiences and our service jobs. That new leadership for service is a must. So, I am happy to be a part of the forums and read your ideas and experiences. Thanks Ann