Customer Service in the Age of the Web

Video game producer Ellen Hobbs had a problem with an amazon.com order, but could not find a customer-service phone number on the Web site. So she combed the Internet for a number and posted it on her own site. In December alone, more than 23,000 people visited her site to find the telephone number. Hobbs tells NPR's Scott Simon that sometimes customers with problems simply want to talk to a human being.

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