In October, 2006, Harris Interactive conducted a survey of 2,551 people on their experience with customer service representatives. The results weren't pretty:
90% Say they had a bad experience.
85% Admit to swearing, shouting, crying or hitting something in frustration.
53% Believe the inability to reach a service representative over the phone or web is the No. 1 complaint among consumers.
This news indicates two things. First, there has never been a better time to pick up new customers from your competition, and second, the opportunity to excel in customer service and build customer loyalty and goodwill is real.
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