I get the desire to put a positive spin on conflict resolution, but it becomes pretty condescending past a certain point. I think most people would respond much better to a "we made a mistake and here's how we're going to fix it" kind of attitude.
I hate writing this, but I had a very pleasant experience with a Telus rep the other day. My folks ordered Telus tv but didn't get TSN with their package so I called to get it for them. My dad had to speak to them for a bit to verify that I was indeed able to make account changes on their behalf. There's a reason I didn't want him talking to her. He started going off on her a little bit about how their service is crap and he was misled (he wasn't, he just wasn't paying attention during the process).
So I'm physically hopping up and down trying to pry the phone away from him. When I finally do I apologize to the rep and explain the situation and ask what we can do. She was very kind and solved our problem right away. The next day she called back and left a message apologizing for any breakdown in the communication line that could have lead to my dad being unhappy. I was extremely impressed.
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