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Royal Treatment

The (sometimes) sad state of America's customer service.

This story appears in the June 1998 issue of

There was a time when customers were considered important. A business stood behind its products and services. The word "service" was linked with the word "smile." Not anymore!

How many times have you been disappointed with a company's customer service? Tried to return an item you bought and couldn't? Spent weeks trying to correct a billing error on a statement while getting late charges added to your bill?

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