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Want good customer service? Put down the phone

By Candice Choi

 |  Associated Press  

  January 13, 2012

Consumers are demanding better service in unprecedented ways. In the past several months, public outrage has helped beat back efforts by Bank of America, Netflix and Verizon to raise fees or significantly alter services. The victories come at a time when money is tight all around and consumers are tapping into social media to air their frustrations with like-minded individuals. “In the past people would be angry, but they’d be all over the country talking to their neighbors,’’ said Kit Yarrow a professor of consumer psychology at Golden Gate University. “Now they can connect online and they have power.’’

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