Customer Service Isn't Cheap

© sirmikesterA commenter on my last post thought there are three ways a Vonage-like service might continue to survive: rock-bottom prices, kick-ass customer service, and call quality. Any company that can excel at these three areas can survive, or so the theory goes. I am going to ignore the sound quality issue and cover that later on. Instead, I'll focus on Customer Service. Having worked in Customer Service for over a decade, I can tell you one axiom that holds true: the people who pay the