A recent article in the Toronto Star titled: Top 10 mistakes, courtesy of Direct Energy described how a Utility company made 10 deadly mistakes when trying to change some terms and conditions for its rental water heater business. Customers are not dissatisfied for no reason. And customer service is not always the place where these issues can be resolved. Customer service was totally unequipped to handle the change imposed on them by senior management. In this case, senior management was the cause of the problems and did not put in place the proper processes and communication with customers to avoid dissatisfaction.

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