When a company provides you bad customer service over the phone, which of these problems do you think are most important (you may choose more than one):

• The customer service representative won't transfer you to a supervisor when asked

• The person you spoke to was incompetent, or wasn't trained properly

• The person you spoke to was rude or unprofessional

• The person you spoke to didn't have the authority to help you

• The company doesn't do things it promised to do, like fix a problem, issue a credit, follow up with you, etc.

• You had to wait too long to talk to a person

• The company refused to admit making a mistake, even when there's obviously a problem

• You're forced to go through repetitive or irrelevant steps to get help

• The company made it difficult to find the right options to be transferred to a person

• When you have to call more than once for the same problem, you have to start over from the beginning each time. The company doesn't keep good enough records of your earlier calls.

• The quality of the service is inconsistent, and you never know if you will get good or bad service

• The self-service system was difficult or impossible to use