Your Call Should Be Important to Us, but It's Not - New York Times

Amen! A company that we do business with recently called twice in the same day to offer us a new "free" program. My wife had a hard time understanding the Indian accent. I had no trouble understanding the accent, but the caller had a hard time understanding me due to the large amount of background noise. This situation irked me b/c I find that often the quality of customer service is closely related to the quality of the company. I was mad enough to send an e-mail to the company complained about the lack of professionalism. I recieved a very nice scripted response from...India. Typical. I think that it doesn't have to be that way and some of the companies in this article agree. I think that ING just got a bit more of my business. I hate scripts and mindless call center employees.

Your Call Should Be Important to Us, but It's Not - New York Times