this post was submitted on 10 Jul 2024
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The point of modern "customer service" is to NOT provide customer service. If you can drag out the conversation to the point where the caller rage-quits in frustration, then the company can avoid spending any money on fixing any problems they've caused.
Previous way for companies to cut down on customer support costs was to make a better quality product (making support interactions rarer). That is not so much the philosophy anymore.