Using Web, Phone to Get Info on Poisoned Pet Food

A batch of pet food that killed 16 animals was tainted with rat poison, investigators say. The news about the pet food company, Menu Foods, has worried dog and cat owners across the country.

The company set up a toll free hotline. But customers have been getting a lot of busy signals. In this Internet age, many companies would rather just send customers to the Web site.

Michele Norris talks with Brad Cleveland, a call-center management consultant, about how companies handle customer service via telephone.

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