Although corporations incessantly advocate the importance of first-rate customer service, I'm continually amazed at the poor level of customer service.Recently, I called McDonald's Corp. about the announcement that it was changing the oil that it uses to cook its french fries. I was concerned because my son, Benjamin, is on a strict gluten-free diet, and McDonald's gluten-free fries are Ben's favorite treat.

Many children on the autism spectrum cannot eat food that contains gluten, so parents have learned that McDonald's fries are a "safe" food for their kids. McDonald's, which is based in Oak Brook, Ill., should have anticipated that its call center was going to be inundated with phone calls from consumers, not just concerned parents, about its reformulated cooking oil.

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