Bad customer service is one of the universal — and unifying — experiences of being an American in the 21st century. But is customer service really worse than it used to be?
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“Here’s the amazing thing: Every measured company in the appliance, beer, car, clothing, food, personal-care, shoe, and soft-drink industries is above the national average. Even the cigarette companies have above-average customer-satisfaction ratings.
Not so for airlines, banks, department stores, fast-food outlets, hospitals, hotels, and phone companies.”