Talking to customer service representatives has always been unpleasant. They don’t seem to know what they’re talking about, they give all sorts of excuses and the problem never gets solved. I’ve had this problem with my telecom provider for almost 2 years now, ever since I started with them. Almost every month, I am on the phone with them. Numerous emails have been sent. But the problem remained unsolved. So today, I was not surprised when I got a call from the telecom company asking me to give details about my complaint. I thought it was going to end up nowhere, just like previous communication with them. What surprised me was the follow up call I got a couple of hours later, with a full and satisfactory explanation and the steps they have taken to resolve the matter. I know it’s just words at this point. I still have to wait and see if they do make the necessary corrections. But today, I am grateful for Karen, the customer service rep who took my complaint, studied the problem and found a workable solution.