Ladies and gentlemen, welcome to America’s customer service war.
This is a war that’s been going on for years and there are various root causes.
1. Companies have cut service down to the bone.
2. They don’t pay good salaries for front line service positions
3. For many, benefits and pensions have been cut or don’t exist, especially in airlines
4. Consumers have gotten used to self-service technology that provides rapid response
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