We are in a customer service crisis. Overseas call centers, long wait times and ineffective representatives have left customers angry, frustrated and confused. What ever happened to the good old days of the personal touch? Has it been replaced by automated voices and self-serve machines? Can service providers and customers get back on track, mend the strained relationship and take customer service to the next level?

This doc asks tough questions, and perhaps no issue is more thorny than what angry customers hooked up to social media can do to hard-won corporate reputations.