This Is the Most Annoying Thing About Customer Service
The number of Americans fed up with lousy customer service is decreasing but there are still some practices that irritate nearly everyone, according to a newly published report in Consumer Reports’ September issue.
There was a tie for the top customer service complaint. Seventy-five per percent of shoppers surveyed were annoyed by the inability to get a live person on the phone and by dealing with a representative who was rude or condescending.
Seventy-four percent of consumers said they were highly annoyed at being disconnected from a customer service rep, and 71 percent were dissatisfied that they’d been disconnected and then unable to reach the same representative again.
“Many companies today are simply awful at resolving customer protections, despite investments in whiz-bang technologies and considerable advertising about their customer focus,” Scott Broetzman, president of Customer Care Measurement & Consulting, told the magazine.
In a separate report released this week, 24/7 Wall Street found that Amazon.com is the best big company for customer service, followed by Chick-fil-A and Apple. The companies in the publication’s “Customer Service Hall of Shame” include Bank of America, DirectTV and Comcast.
In order to get the best possible customer service, Consumer Reports recommends using the phone, rather than email; showing—and asking for—empathy; and escalating when necessary.
The magazine also suggests putting technology to work. The website Dial a Human can help find the best customer service number for a company, and the service Lucy Phone lets you enter a company’s name and number and then calls you when a rep becomes available so you don’t have to wait on hold.
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Map of the Day: Navigating the IRS
The Taxpayer Advocate Service – an independent organization within the IRS whose roughly 1,800 employees both assist taxpayers in resolving problems with the tax collection agency and recommend changes aimed at improving the system – released a “subway map” that shows the “the stages of a taxpayer’s journey.” The colorful diagram includes the steps a typical taxpayer takes to prepare and file their tax forms, as well as the many “stations” a tax return can pass through, including processing, audits, appeals and litigation. Not surprisingly, the map is quite complicated. Click here to review a larger version on the taxpayer advocate’s site.
A Surprise Government Spending Slowdown
Economists expected federal spending to boost growth in 2019, but some of the fiscal stimulus provided by the 2018 budget deal has failed to show up this year, according to Kate Davidson of The Wall Street Journal.
Defense spending has come in as expected, but nondefense spending has lagged, and it’s unlikely to catch up to projections even if it accelerates in the coming months. Lower spending on disaster relief, the government shutdown earlier this year, and federal agencies spending less than they have been given by Congress all appear to be playing a role in the spending slowdown, Davidson said.
Number of the Day: $203,500
The Wall Street Journal’s Catherine Lucey reports that acting White House Chief of Staff Mick Mulvaney is making a bit more than his predecessors: “The latest annual report to Congress on White House personnel shows that President Trump’s third chief of staff is getting an annual salary of $203,500, compared with Reince Priebus and John Kelly, each of whom earned $179,700.” The difference is the result of Mulvaney still technically occupying the role of director of the White House Office of Management and Budget, where his salary level is set by law.
The White House told the Journal that if Mulvaney is made permanent chief of staff his salary would be adjusted to the current salary for an assistant to the president, $183,000.
The Census Affects Nearly $1 Trillion in Spending
The 2020 census faces possible delay as the Supreme Court sorts out the legality of a controversial citizenship question added by the Trump administration. Tracy Gordon of the Tax Policy Center notes that in addition to the basic issue of political representation, the decennial population count affects roughly $900 billion in federal spending, ranging from Medicaid assistance funds to Section 8 housing vouchers. Here’s a look at the top 10 programs affected by the census:
Chart of the Day: Offshore Profits Continue to Rise
Brad Setser, a former U.S. Treasury economist now with the Council on Foreign Relations, added another detail to his assessment of the foreign provisions of the Tax Cuts and Jobs Act: “A bit more evidence that Trump's tax reform didn't change incentives to offshore profits: the enormous profits that U.S. firms report in low tax jurisdictions continues to rise,” Setser wrote. “In fact, there was a bit of a jump up over the course of 2018.”
