[Mb-civic] NYTimes.com: Your Call Should Be Important to Us, but It's Not

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BUSINESS / YOUR MONEY | February 26, 2006
Under New Management: Your Call Should Be Important to Us, but It's Not
By WILLIAM C. TAYLOR
How can companies listen to their customers if those customers have such a hard time reaching a human being when they call? 
http://www.nytimes.com/2006/02/26/business/yourmoney/26mgmt.html?ex=1141621200&en=1cc2150d8def4109&ei=5070&emc=eta1



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