The Seven Rings of CRM Hell

My spin: Verizon has EXCELLENT customer service!
News Factor News Clip: This customer scenario is all too typical: The cell-phone bill arrives in the mail on schedule, but it contains an unpleasant surprise — erroneous charges for several expensive long-distance calls. The customer’s heart sinks: Navigating the cell provider’s IVR system surely will add insult to injury. (full story)