How many times have you called a company and been frustrated by how its customer service representative handled your call? We've all experienced receptionists who make you wish you hadn't called, automated systems that feel like their only purpose is to overwhelm you with options, and voice-enabled systems that refuse to understand a word you say Did you know that 80 percent of companies think they are doing a great job at providing customer service? But their customers say only 8 percent are really delivering This book will help you understand what frustrates your callers, what your...