Customer Care Customer Confidence Customer Service Representative 
ShepHyken
MARCH 14, 2018
You finally get to a customer service rep. You tell your story and the customer service 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.
ShepHyken
FEBRUARY 1, 2017
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 customer service representative. I’m sure there were long lines and hold times.
ShepHyken
SEPTEMBER 7, 2016
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 customer service representative to the next and having to repeat the issue.
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