Service check: many businesses fly the cliched 'friendly service' banner in their...

We've all had our bad experiences with so-called customer-friendly companies. You know the sort of thing--the automated attendants that subject you to electronic ping-pong before you finally get to talk to someone who can solve your problem; the salesperson who deliberately ignores you in a retail store. It's frustrating to say the least.

One could be forgiven for thinking that New Zealand is in need of a complete service overhaul, but those in the know will tell you otherwise.

All is not lost--businesses are finally wising up to the importance of customer