What happened to customers coming first?

How flexi-work life has changed everything — including deciding which companies win and lose, Nov. 26 Working from home may have many benefits for employees and companies who adopt flexiwork, but it doesn’t for customers looking for resolutions to issues they are experiencing.

The battery on my phone has drained while I have waited over an hour for someone from Rogers to answer and resolve a billing issue that started in August and is still unresolved despite three previous calls and assurances that the problem has been solved.

Where are the customer service staff? Walking the dog, watching a movie, doing the grocery shopping, picking the kids up at school?

I always understood that customer service was the priority not the accommodation of employees. Greg Sheehan, Mississauga