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Is Customer Service a Bad Model?

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Manage episode 494430805 series 2489871
Content provided by KQED. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by KQED or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

To be a modern consumer is to experience poor customer service at some point in your life. The kind of service that has you in a fever dream of pressing “1” for “representative,” getting your call dropped, calling back again, and then asking to speak to a manager who can’t solve your problem. Experts call this kind of service “sludge,” an administrative morass meant to deter, not help, consumers. And for some businesses, it’s a feature not a bug. We’ll talk to journalist Chris Colin about the practice and hear from you: what’s your sludge story?

Guests:

Chris Colin, journalist, The Atlantic

Learn more about your ad choices. Visit megaphone.fm/adchoices

  continue reading

3024 episodes

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Is Customer Service a Bad Model?

KQED's Forum

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Manage episode 494430805 series 2489871
Content provided by KQED. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by KQED or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

To be a modern consumer is to experience poor customer service at some point in your life. The kind of service that has you in a fever dream of pressing “1” for “representative,” getting your call dropped, calling back again, and then asking to speak to a manager who can’t solve your problem. Experts call this kind of service “sludge,” an administrative morass meant to deter, not help, consumers. And for some businesses, it’s a feature not a bug. We’ll talk to journalist Chris Colin about the practice and hear from you: what’s your sludge story?

Guests:

Chris Colin, journalist, The Atlantic

Learn more about your ad choices. Visit megaphone.fm/adchoices

  continue reading

3024 episodes

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