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What Happened To Customer Service?

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http://66.225.205.104/CT20110926.mp3

What Happened To Customer Service? It's no surprise that most people in the US think customer service is bad enough that a call to a customer service department is about as enjoyable as a root canal. In fact, a recent survey said that 64 percent of respondents walked out of stores in the past year due to bad customer service. Why has customer service gotten so bad? Don't companies value their customers enough to provide reliable, meaningful service? A panel of experts in the customer service industry join us to talk about where it all went wrong and why it's in companies' best interest to fix their customer service problems and we'll talk about how to do it.

Guests Kevin Toomb - Clinical professor of Business in the Belk College of Business at UNC Charlotte. He has experience in measuring customer satisfaction and enhancing customer service. Lynn Daniel - Founder of The Daniel Group, a company that helps business-to-business companies measure, manage and improve customer service. Maura Sullivan - Senior Manager of the Customer Loyalty Team at Zappos