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Industry Notes
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A poll conducted last fall by Harris Interactive found that out of 2,551 people surveyed, 90 percent reported having had such a bad experience that they swore, shouted, cried or hit something in frustration. While part of the problem was perceived to be service rep preparation (71% thought customer service representatives weren’t properly trained), the biggest issue was availability: over half believed the number-one complaint among consumers was the inability to reach a service representative over the phone or Web.
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