What has happened to customer service? Good customer service rarely exists today. It has gone the way of the eight-track player, the floppy disk, and public pay phones. And the paucity of service cuts across all sectors of the economy. Nowadays, wherever you make a call — to a business firm, professional office, or a government agency — you usually get the same result. First, you may have to select English or Spanish. Once that happens, there may be a long menu of choices, e.g., press 1 for Department A, 2 for Department B. If you want to speak to...

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