Customer Service: How Can It Be Improved?

There was a time when you could call customer service and reach a live operator. Today, you are almost certain to be connected to an automated system and greeted by the message “Press 1 for English,” followed by “Press <another number> for Spanish” in Spanish. (Since when did we become a bilingual country?) You are then led through a voice menu and submenus, where the option to reach a live operator, if it exists at all, is at the very end of the menus. Sometimes, pressing the 0 (operator) button on your phone connects you to a live person but more often than not, you will get the…