The Truth About Customer Service

Make way for the new service economy. Not the fantasy where everyone gets treated great but the reality of service that is sharply tiered and widely disparate. Big-time customers who spend a lot get customized coddling. Smaller fry have to make do with indifferent customer reps and telephone message trees. The good news: Thanks to information technology, there are a lot more choices on price, convenience, and comfort, and people have the option of upgrading. The bad news is that companies can invisibly identify individuals who don't generate profits and stick them with cheaper, poorer service, often without telling them why.

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