To borrow a saying often attributed to Yogi Berra, “It’s tough to make predictions, especially about the future.” Whenever people make estimates about liabilities for long- term expenses, such as pension and retiree health payments, they’re making predictions about the future. The problem is that predictions are based on the present, and the present is always changing.
From the consumer’s perspective, the best possible result of calling customer service is a short conversation that resolves the issue. From a business’s standpoint, preventing that call in the first place is the ultimate goal.
Of course, no product or service is perfect, so customer...Read More