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The death of customer service: Eir is not alone in letting its customers down

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CORONA POLITICS-While most companies claim they put customer service ahead of everything, those of us who spend hours trying to resolve issues with our banks, our health insurers, our telephone companies, know that s not true.  In a story in the Harvard Business Review titled Why Is Customer Service So Bad? Because It’s Profitable, marketing professors Anthony Dukes (USC) and Yi Zhu (University of Minnesota) explain that some companies make their customers jump through many hoops to curb the redress payments they would have to make to settle complaints.  Duke and Zhu state that the average American spends, on average, 13 hours a year on the phone trying to resolve customer service problems.  Many just give up after the first call goes nowhere. 

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