Over the last two years, the demands placed on customer service have created a pressure cooker for companies. For many companies, it was a significant customer service stress test, with extended wait times, dropped calls, and slow or non-existent follow-up.
The NY Times calls it the "age of anger", in which otherwise calm adults devolve into fits of rage over customer service problems. Industry leaders call it "a different level of mean." This challenge can seriously damage a brand.