You want factual back up that treating people with courtesy and
respect gets you a lot farther than yelling and threatening?!?!? <BG>

I'd have thought that was self evident....

BTW, how is *his* anecdotal claim any different from the OP's
anecdotal claim?

subdude

I don't even threaten; I just pose the hypothetical question.

Example given (long, read it if you choose <G>):

I bought an MPX220, Cingular branded, which everyone knows by now has
been dropped by everyone and laden with technical issues.  After
replacing the phone 3 times, the last one started to decide not to
charge unless the charger was placed "just so".

Note: no wear and tear, no physical damage to either the male
connecter on the the charger or the female on the phone.  It just
decided to be "fidgety". So i contacted Cingular and was greeeted by a
friendly CSR named Diane - I make a point of this, because I used her
name when addressing her and did so politely.  I asked Diane if she
could help me "Chart the customer service waters to find the best
solution for both of us, keeping me a happy paying customer.."  These
were my actual words, to which she laughed and said "Sure! Let's try
the warantee repair department first, if that doesn't work I have a
few more options available to me."

Each time she transferred me, I thanked her for her time and thanked
the person she transferred me to.  When I was finally transferred to
Customer Save (at my suggestion, and she seemed impressed that I was
aware of the department's existence) the rep there (Kathy) had offered
to commute my contract and offer me a new phone.

As it was a smartphone with a camera and BT, the only suitable
replacements were the 2125 and 8125, and she offered both at the new
contract pricing.  I wanted the 8125 but didn't feel like paying the
full price and said so.  I explained, "Well Kathy, I appreciate the
offer and I'd really like to move up to the 8125 as I believe that's
the best exchange for the MPX, but I don't understand why a customer
who: 1. bought a phone that was obviously so flawed that you stopped
selling it a few months after introducing it, 2. had to endure 3-4
exchanges and firmware revisions and most importantly, 3. has been a
loyal customer, always paying on time should get the same discount as
a stranger off the street.  Isn't the function of the Customer Save
department to reward and retain such loyal customers?"

I not only got the phone, I got a $150 credit on my bill to offset the
phone's cost.  I thanked all involved for their efforts and took the
deal.  Had I been impatient, abusive or impolite, I doubt seriously
that the complaint would have been resolved to my satisfaction.  I was
happy, feeling that I was an important customer to them and was gklad
to have this great new phone.

Diane and Kathy, went on their day thinking that maybe being a CSR
*didn't* suck and feeling that they did their jobs and saved a client
for the company.

Everyone's happy!

subdude