Third, Robert recommends that you restate, in your own words, what you heard the customer service representative say. And fourth, he suggests that you take notes, writing down the name of the person to whom you spoke, as well as his or her location and extension, if possible.

"Also note a summary of what transpired on the call for future reference," Robert wrote. "Do not depend on the company to maintain notes for you. Doing this helped me with my case when I was overbilled for telephone service a few years ago."

As a parting comment, he added: "In my position I feel it is my job to resolve issues to where both the customer and company benefit but not break the bank. As long as a customer is realistic in how they want their issue resolved, they will be happy."

What do you think, readers? Do courtesy and realism help, or has customer service diminished to the point that nothing seems to bring relief?

Thanks to both Roberts for their insights.

If you have a customer service or personal finance comment or question, send it to gkratz@desnews.com or to the Deseret News, P.O. Box 1257, Salt Lake City, UT 84110.

E-MAIL: gkratz@desnews.com