Released: December 28, 2006

Any solutions to customer service frustration?

Source: Herb Weisbaum, MSNBC

We’ve all been there. You have a problem and you want the customer service agent to make it better - right now! But first, you have to wait on hold listening to that #$#!* recorded message that says, “Your call is very important to us. Please hold for the next available customer service agent.”

You’re already frustrated and the wait just makes things worse. So when your call is finally answered you really want to vent. You’re going to let the customer service agent have it.

Maybe you yell. Maybe you curse. Neither approach is very smart if you really want some help.

Brent has been in customer service for 25 years. He read my column of October 19 “Whatever Happened to Customer Service?” and wanted to share a few thoughts from his side of the phone line.

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