"Poor customer service"

Face to face and telephone service has been very poor.

Telephone: constantly engaged and having to wait more than 40 minutes. I rang for an appointment for my elderly mother and was told that I have to do all appointments online.

This is really sad because old people are not computer literate and if they don't speak English then they are dependent on their offspring. A real sad state of affairs.

Face to Face: a little smile and courtesy go a long way. Of course, there will always be some people who will be hard to please, but simile cost nothing and goes a long way to diffuse any in differences.