We’re living in an era of “the customer is never right” and infinite phone trees and impersonal form denials by e-mail. Hundreds of thousands of grievances are lodged against American corporations every day. Some of them are successful; many aren’t.
Roughly one-quarter of customer complaints are not-so-simple to resolve. This is when the call-center worker must defer to a supervisor or place you on “hold” or ask you to put your grievance in writing. And so the wait begins. Here’s how to speed things up.