Study on Why Consumer Phone Calls Aren't Important to Many Companies

KCBS Radio: On-Demand
Monday, January 13th
Many of us have been on hold to register a complaint with a service company to hear the message: "Your call is important to us."  

But that may not always be the case, according to a new study about customer service frustrations.

The co-author of the study, Anthony Dukes, is Chairman and Professor of Marketing at USC Marshall School of Business...KCBS Racio news anchors Jeff Bell and Patti Reising asked him to explain the results of his study.