Require your customer care employees to pass an aptitude test.
I just spent 45 minutes talking to Heather S on Case:570023663. She did not resolve my issue, and instructed me to unnecessarily call my bank for verification of a transaction. In total, I wasted over 1 hour with her. I called back and spoke to Paul on Case:570028555 regarding the same issue. He resolved my problem and gave me the answer I was looking for in 9 minutes.
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Amir Faraj-Perry
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