Got a customer service nightmare? You're not alone

By day, Barkoff is a lawyer at Kilpatrick Stockton in Atlanta and a national expert on business franchising. But his hobby - his golf, as he puts it - is dissecting customer service horror stories, starting with his own.

The 60-year-old "self-appointed expert on customer service" is on a mission to collect 1,000 customer service stories. Barkoff created a Web site to collect the tales, and he aims to write a book about the findings, a how-to tome that coaches people (and businesses) about how to right customer service wrongs.

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