TITLE

Hold the phone

PUB. DATE
September 2006
SOURCE
Marketing Management;Sep/Oct2006, Vol. 15 Issue 5, p6
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
The article reports on a survey conducted by Corporate Research International that found consumers want personal and prompt interaction when communicating with companies. The number one reason of dissatisfaction in customer service experiences was the lack of a direct connection to a "live person," with long hold times, communication barriers, indifference, incompetence, and aggressive sales pitches following. The survey also found that consumers would be amenable to Internet communication if live chat and instant messaging were options.
ACCESSION #
22934471

 

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