Why bad customer service won’t improve anytime soon

  Some of the most hated companies in the United States are also the most profitable.

  Much of this consumer resentment may stem from poor customer service. In fact, most Americans have fought with phone menus, desperately seeking a live service agent to seek a refund.

  In 2013, Americans spent an average of 13 hours disputing a purchase or resolving a problem with customer service.