Hold the phone

September 2006
Marketing Management;Sep/Oct2006, Vol. 15 Issue 5, p6
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.


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