Laramie, Wy – An author believes American consumers are reluctant to demand satisfactory customer service. Gerald Breen's book The Customer: You Deserve Customer Satisfaction is based on his experiences in poor customer service. Breen says the first thing a consumer needs to know in dealing with a company is to be very specific about the complaint.
Breen believes consumers are reluctant to assert themselves because they may not have the language or speaking skills. His book includes transcripts of actual conversations he's had with customer service representatives. Breen's book is available on-line from 1stbooks.com.