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You finally get to a customerservice rep. You tell your story and the customerservice rep responds, “I’m sorry, that’s not my department.” You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding.
I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customerservicerepresentative. I’m sure there were long lines and hold times.
Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customerservicerepresentative to the next and having to repeat the issue.
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