This Is the Most Annoying Thing About Customer Service

The number of Americans fed up with lousy customer service is decreasing but there are still some practices that irritate nearly everyone, according to a newly published report in Consumer Reports’ September issue.
There was a tie for the top customer service complaint. Seventy-five per percent of shoppers surveyed were annoyed by the inability to get a live person on the phone and by dealing with a representative who was rude or condescending.
Seventy-four percent of consumers said they were highly annoyed at being disconnected from a customer service rep, and 71 percent were dissatisfied that they’d been disconnected and then unable to reach the same representative again.
“Many companies today are simply awful at resolving customer protections, despite investments in whiz-bang technologies and considerable advertising about their customer focus,” Scott Broetzman, president of Customer Care Measurement & Consulting, told the magazine.
In a separate report released this week, 24/7 Wall Street found that Amazon.com is the best big company for customer service, followed by Chick-fil-A and Apple. The companies in the publication’s “Customer Service Hall of Shame” include Bank of America, DirectTV and Comcast.
In order to get the best possible customer service, Consumer Reports recommends using the phone, rather than email; showing—and asking for—empathy; and escalating when necessary.
The magazine also suggests putting technology to work. The website Dial a Human can help find the best customer service number for a company, and the service Lucy Phone lets you enter a company’s name and number and then calls you when a rep becomes available so you don’t have to wait on hold.
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Marco Rubio Says There’s No Proof Tax Cuts Are Helping American Workers

Sen. Marco Rubio (R-FL) told The Economist that his party’s defense of the massive tax cuts passed last year may be off base: “There is still a lot of thinking on the right that if big corporations are happy, they’re going to take the money they’re saving and reinvest it in American workers,” Rubio said. “In fact they bought back shares, a few gave out bonuses; there’s no evidence whatsoever that the money’s been massively poured back into the American worker.”
For Richer or Poorer: An Updated Marriage Bonus and Penalty Calculator

The Tax Policy Center has updated its Marriage Bonus and Penalty Calculator for 2018, including the new GOP-passed tax law. The tool lets users calculate the difference in income taxes a couple would owe if filing as married or separately. “Most couples will pay lower income taxes after they are married than they would as two separate taxpayers (a marriage bonus), but some will pay a marriage penalty," TPC’s Daniel Berger writes. “Typically, couples with similar incomes will be hit with a penalty while those where one spouse earns significantly more than the other will almost always get a bonus for walking down the aisle.”
Trump Administration Wants to Raise the Rent

Housing and Urban Development Secretary Ben Carson will propose increasing the rent obligation for low-income households receiving federal housing subsidies, as well as creating new work requirements for subsidy recipients. Some details via The Washington Post: “Currently, tenants generally pay 30 percent of their adjusted income toward rent or a public housing agency minimum rent not to exceed $50. The administration’s legislative proposal sets the family monthly rent contribution at 35 percent of gross income or 35 percent of their earnings by working 15 hours a week at the federal minimum wage -- or approximately $150 a month, three times higher than the current minimum.” (The Washington Post)
New Push for Capital Gains Tax Cut

Anti-tax activists in Washington are renewing their pressure on lawmakers to pass new legislation indexing capital gains taxes to inflation. The Hill provided an example of such indexing that Grover Norquist recently sent to Treasury Secretary Steven Mnuchin: “Under current policy, someone who made an investment of $1,000 in 2000 and sold it for $2,000 in 2017 would pay capital gains taxes on the $1,000 difference. But if capital gains were indexed, the investor would only pay taxes on $579, since $1,000 in 2000 would be equivalent to $1,421 in 2017 after adjusting for inflation.” Proponents of indexing say it’s just a matter of fairness, but critics claim that it would be just another regressive tax cut for the wealthy. Indexing would cost an estimated $10 billion a year in lost revenues. (The Hill)
Bernie Sanders to Propose Plan Guaranteeing a Job for Every American
Sen. Bernie Sanders (I-VT) is preparing to announce a plan for the federal government to guarantee a job paying $15 an hour and providing health-care benefits to every American “who wants one or needs one.” The jobs would be on government projects in areas such as infrastructure, care giving, the environment and education. The proposal is still being crafted, and Sanders’ representative said his office had not yet come up with a cost estimate or funding plan. Sen. Kirsten Gillibrand (D-NY) last week tweeted support for a federal jobs guarantee, but Republicans have long opposed such proposals, saying they would cost too much. (Washington Post)