Excerpted from the Phoenix Oracle:

John Wormwicker, customer service advocate for the Alliance of Customer Service Alliances, summed up the new findings.

“Well, it seems that the crux of Circuit City’s customer service problems was the actual connection of the call between their irate customers and their underwhelming customer service staff.”

“Usually it takes a minute or two of a interaction to facilitate the typical cycle of dissatisfaction, but not with Circuit City.  It’s as if the customers were prescient as to how terrible their experience was going to be.”