Time Warner Cable is usually the target of irate customers angered by their high prices and infamous customer service.

But this virtual monopoly sometimes does things right to improve service:

Yesterday, I was waiting on the phone for customer service and the recorded voice said “your expected waiting time is 18-28 minutes”… and then something magical happened, with a message that went something like this: “if you prefer not to wait, please type in your phone number and we will call you back when the operator becomes available, you will not lose your position in the line”.

With that simple improvement, I was a happy customer again, at least until I got to speak with the operator about service issues…