How far should customer care go?

The following two items remind us that, for all the technology, it comes down to people to make the systems work: people whose lives are disrupted by adverse weather conditions and who put themselves out to keep the service going, and people who have to deal with customers – including those who “are unhappy because we ask them to pay their bills”.

‘Snow’ joke for Invicta Telecare staff

How many complaints have you received about your elderly alert systems?