A friend told me about an appalling "service" perpetrated by one of our local big telcos today.
Imagine this: The day's finally finished. You have just arrived home with the kids in tow. There's dinner to sort out, the cat to feed, and the family to settle. Suddenly, there is a knock on the door. A strange man wants to be let in. He is from your friendly telephone company, wanting to present your bill to you personally, and to sit down with you to work out how you can save a few dollars here and there.
WTF?! Obviously, getting a stranger from a quarter of a planet away to ring you at home when you are busiest is no longer working as well. Perhaps they think a more "personal" intrusion would work better? Does anyone ask what customers actually want?