One of the problems seems to be that no-one is taught (or encouraged) to follow someone's problem through - basic customer service. If a customer has a difficulty with answers or information, you don't just brush them off with a standard reply. You help them, walk them through the process, take them to the other person who may be able to help, check back that they have received what they need, follow through. And if you have to put them off for some reason, and you can't give them an answer in the time frame you've said, you contact them and tell them that. And if it means getting a big boss involved, that's what you do. It takes time and it takes compassion, and if you haven't got that, you've no business being in a customer service role.
