Customer Service

Richard Murray Rubin, a publishing house customer service representative, died Jan. 21 of cardiac arrest at his Reisterstown home. He was 56. Mr. Rubin was born in Baltimore and raised in Randallstown. He was a 1972 graduate of Randallstown High School and attended the University of Maryland, Baltimore County. Family members said Mr. Rubin had held a variety of jobs during his lifetime, including as a mortgage banker, computer consultant, process server and limousine driver.

Anne Arundel County Executive John R. Leopold has appointed a veteran planning administrator to head the county's Department of Inspections & Permits. Robert C. Hubbard, who worked in permitting services in Montgomery County from 1977 to 2006, beginning as a building inspector before he became director in 1996, starts in his new position Jan. 17. "Robert Hubbard brings a wealth of experience and the management skills to revamp this department with a focus on creative solutions to budget challenges and improving customer service," said Leopold, who added that Hubbard would be given the responsibility of improving efficiency in the department.

You've called a company's 800 number and gotten nowhere. Your problem perplexes every customer service representative you reach. You've spoken with countless supervisors and still can't resolve the issue. It may be time to resort to the heavy artillery: executive customer service. Consumerist.com, a blog that popularized the phrase, has made a franchise out of tracking down those high-level executives and staff who are behind the workers manning the phone bank and often have the ability to tackle customers' most nightmarish problems.

Few travel experiences sound as hellish as Liri Fusha's. The Better Waverly resident booked a trip for her brother's wedding. But instead of connecting from one flight landing in Rome to another headed to her native Albania, she spent 30 hours trapped in the Italian airport, according to a $3.2 million lawsuit she filed in federal court against two airlines and her online travel agent. Not only did she miss the wedding, she said, but she ended up hospitalized with acute tonsillitis and post-traumatic stress disorder.

After months of wrangling and regulatory debate, "smart meters" are coming to Baltimore Gas and Electric Co. customers. That much is certain, thanks to the utility's decision today to accept the terms imposed on the program by the Maryland Public Service Commission's recent order. That's good news for all involved. The Constellation Energy subsidiary stands to reduce its costs considerably. BGE customers are expected to save money on their monthly bills (even those who don't choose to conserve)

Companies have added yet another obstacle to talking with a live person about a question or concern: fees. More businesses are subtly discouraging calls to customer service agents by charging for the conversation, as well as directing people to websites or automated phone systems. Some banks, computer companies, travel agencies and satellite television and cable companies are adopting this practice. Consumer groups worry the trend will only continue as companies look to cut costs.

Discouraged job seekers finally have some cause for optimism. After losing roughly 100,000 jobs in two years, Maryland gained jobs in March for the first time in months. Increased job listings in areas such as sales and customer service signal a shift in companies' focus from cost cutting to growth. And some employer surveys show a brighter outlook in which more companies intend to hire than lay workers off. "In '09, everyone was singing the blues," said Peter Francis, who works in the Timonium office of employee search firm MRI Global Search.

WASHINGTON - Toyota is extending nationwide some recall-related services that it was offering to customers only in the state of New York. The added services will be tailored to a customer's needs and can include quick scheduling of repairs, pick up and return of their vehicle by the dealer, driving a customer to work, or providing alternate transportation such as a loaner or rental car. The services will be offered to all Toyota and Lexus owners in...