We’ve said countless times before that one of the biggest problems with customer service is that companies — especially large, multinational retail and telecommunications companies — give so little latitude to, and put so little trust in, employees on the front line. Thus, every word and every interaction is scripted, and often with a corporate goal, like getting the customer off the phone quickly or upselling some unasked-for add-on service, that provides no benefit to the consumer. [More]
