BUSINESSWEEK ONLINE : OCTOBER 23, 2000 ISSUE
COVER STORY Making the Grade How to get better service CONSOLIDATE YOUR ACTIVITIES Few things elevate status and trim costs like spending big in one place. Be on the lookout for packages or programs that reward loyal behavior. PROTECT YOUR PRIVACY Avoid surveys and be frugal with releasing credit-card or Social Security information. The less companies know, the less they can slot you. JUMP THE PHONE QUEUE If you want to reach a live human, don't admit to having a touch-tone phone at the prompt. Or listen for options that are less likely to be handled automatically. FIGHT BACK If you feel badly treated, complain. Make sure management knows just how much business you represent and that you're willing to take it elsewhere. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _					RELATED ITEMS Why Service Stinks COVER IMAGE: Why Service Stinks TABLE: How You Can Get Stiffed TABLE: ``We're Sorry, All of Our Agents Are Busy with More Valuable Customers'' CHART: Satisfaction Takes a Nosedive... CHART: ...As Customers Beef about a Wide Range of Offenses How to Improve Your Profile TABLE: Making the Grade INTERACT E-Mail to Business Week Online

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