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It's not just companies structuring their customer service to reduce redress payouts. Companies are also using customer service as a sales channel, where "custo
by the_snooze 7y ago
It's not just companies structuring their customer service to reduce redress payouts. Companies are also using customer service as a sales channel, where "customer support" reps are also marketers trying to up-sell you something. When you have a problem you want to get fixed and you've waited on hold for a long time after navigating a terrible voice-prompt system, you're a great captive audience.
- vegetablepotpie 7y agoI think that’s a consequence of the profit-center cost-center dichotomy. Cost centers get budget cuts, downsized and off-shored. Profit centers help grow the business. If there’s a way to be a profit center, managers are going to take that route. The consequence is that customers asking for assistance on their existing services are going to get sales pitches for more expensive services.