My husband likes to solve problems on his own with his computer. I, most often, prefer to call someone who can resolve the situation. We each obviously have our own system for figuring out the answer to a concern.
Today, we needed to resolve a situation with Alaska Airlines and get some questions answered. Rich went to his computer and sometime later announced to me that it looked like a big hassle.
I picked up my phone, called their general information line, gave a quick definition of my question to an automated system, and about 30 seconds later, a real person came on the phone. She was with me for over half an hour working out all my concerns and questions. Aside from having everything resolved, I was extremely appreciative of the great customer service I got.
I know everyone has their way of seeking answers and solving problems. There are a lot of people like me. Good customer service by my definition means being able to easily contact someone I can talk to, having that person make my experience as pleasant and satisfying as possible, and getting all my questions answered and my problems resolved.