Peter Leppik, CEO of Vocal Laboratories, passed this link on to me. I think this recording is a great example of what often happens when consumers reach out for help and are greeted by an automated system.
I don't agree with Peter's initial statement that "Most people have fairly decent experiences with customer service..." Unfortunately, I think more often than not, consumers have this experience. Check it out:
http://www.vocalabs.com/resources/blog/C1493281986/E20070122170402/
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Posted by GetHuman on Wed, 24 Jan 2007 8:41pm