We talk frequently about customer service on this blog and in conjunction with our software solutions -- with good reason. There can be a fine line between customer retention and customer attrition, and it is one expensive line for service organizations. In fact, analysts from Genesys report that poor customer service results in estimated $83 billion loss per year. Additionally, 89% of consumers began doing business with a competitor due to a poor customer service experience (Oracle Customer Experience Impact Report). With these statistics, does it surprise you to read that last year (2013), 40% of the Customer Service Hall of Shame by MSN money, were field service organizations? What gives?