Bad Customer Service - by design?

For years, some industries have made an art of alienating their customers. Sometimes it’s part of explicit corporate policy, other times customer service is a casualty of cost-cutting or misunderstandings on both sides of the counter. In any case, consumer complaints have been growing recently, leaving many feeling so frustrated they give up seeking a resolution. Monday morning at 9, Plain Dealer Consumer Columnist Sheryl Harris talks with the state Attorney General and others about which industries draw the most customer complaints, why it's all so frustrating and why it seems to be getting worse.Richard Cordray Attorney General, State of Ohio
Sue McConnell senior vice-president, Better Business Bureau Serving Greater Cleveland
Lisa Fortini-Campbell lecturer, Kellogg School of Management, Northwestern University