How many times have you heard that "your call may be monitored or recorded for quality assurance"? How many times have you been completely frustrated by the lack of quality customer service that you received? It’s easy to complain about bad customer service and it seems that there is plenty of opportunity to do so these days. Do you remember "back in the day" when things were very different?

It only takes one bad or one good experience to make a permanent impression. Recently, I had an incredibly positive encounter with...NSTAR. I know it sounds shocking, but the short story is this: I bought a surge suppressor for my home theatre system that shows a digital read-out of the actual voltage in my house. Normal household voltage is 120 watts and I was constantly below 110 watts. I called NSTAR with my concern and 20 minutes later Rod, the technician, arrived. He went up the pole, sorted out the problem and explained how he had corrected it. It was just like having Mr. Wizard come to your house…and fast! Way to go NSTAR ! It’s really easy to complain with the lack of customer service these days, but, have you had a good experience? If you have, share it….