A while back, I got off the phone with AT&T “customer care”. It was an unusually frustrating experience, even by the standard of dealing with a multi-billion-dollar corporation that has roots as a regulated utility. I had been transferred among 6 different departments over the period of a couple of days. I’d finally had enough. […]
The End of Customer Service
No one answers the telephone anymore. What does this signal about the importance of customer service? At least, technology companies in the US surely don’t answer the phone. Not many, anyway. With big companies, you are either presented with an endless phone tree–“press 1 for a company directory”–or that “favorite” communications technology. Yes, the cheerful […]
