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Red-Carpet Treatment

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This story appears in the November 1996 issue of Entrepreneur. Subscribe »

Who hasn't had some nightmarish experience dealing with a technology vendor? Maybe you've purchased a PC and had to wait on hold for what seemed like an eternity to fix a problem. Or maybe you've experienced some software glitch and the only way the techie at your Internet service provider (ISP) wanted to deal with you was through e-mail.

Yet while we've become accustomed to grumbling about poor treatment from PC vendors, software companies and ISPs, there are forces changing all that. Industry insiders say that as the PC and software industries mature, customer service is becoming more important. And as competition continues to heat up among ISPs, some believe customers will make their choices based on reliability and service rather than on price. The bottom line: Customer service is dramatically improving, which means you should begin to expect more from these companies.

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