five signs of fail: customer relations.

1. It takes more than ten minutes to speak to a human, and identify the problem.
2. Customers can google your flowchart, and  talk the CSR to the correct conclusion, more efficiently than they would actually be helped by the customer relations reps.
3. A customer needs to be escalated to a higher level representative more than twice.
4. There are more than five automated menus, in any circumstance, before speaking to a human.
5. There is no direct communication between the customer service department, and people who can 1) make decisions, or 2) authorize refunds, repairs or replacements.

Five signs of fail for Customer Relations.  It's worth noting that around 95% of customer relations departments have all five of these problems.