Ever have a situation when you felt like your concerns and complaints go in, but nothing comes out?  I call that the customer service black hole.

A personal experience with Eurostar reminded me of its recent public failures. Four trains broke down just before Christmas. Then, less than three weeks later, another train got stuck in the tunnel.  As for me, my experience will never make the front page of London’s dailies.

Read the rest of my latest BNET post here.

Eurostar’s Service a Black Hole
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