Company Culture and Customer Service

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Everyone knows that customer services is one of the most important factors in a company’s success. Yet why is it that in most parts of the world, you still can’t ring your power/phone/insurance company without having to wait 10 minutes only to then get in an argument with a representative?

How many companies actually run quality assurance on their customer service? Judging from my general experience here in Madrid, I would say relatively few. Here is just one story of countless I could tell you

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