Initial contact is often established by phone; the quality of this initial exchange is paramount to a company’s image.
The quality of telephone service is often very subjective: “I couldn’t reach you”, “I had to wait more than 5 minutes until someone answered”, “I spoke to 3 different people before I found the right one” — so often, complaints can make it difficult to evaluate call quality accurately.
We have all had at least one particularly frustrating customer service experience that wasted our time and tried our patience, leaving a terrible impression of the company we called.
If it was a business transaction, suffice it to say that the customer would surely seek out another vendor.
