Consumers can be demanding, especially in a time of need. But, customer service can worsen during turmoil. In fact, a recent survey shows that that the down economy has highlighted weaknesses in customer service, and consumers are fed up and don’t think just visiting a company’s Web site will help.

Seventy-one percent of insurance consumers reported that they preferred access to a live person to handle their issues according to solution provider Jacada, which commissioned a survey of 1,000 American consumers to determine their attitudes toward—and perceptions of—today’s customer service. Additionally, 69% of the respondents are less willing to put up with poor customer service than they were a year ago.

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