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I'm in favor of letting the machines do the shit work to free us up to do things like parenting, gardening, local politics, etc. My point is that a corp or org

I'm in favor of letting the machines do the shit work to free us up to do things like parenting, gardening, local politics, etc. My point is that a corp or org that thinks of dealing with it's customers as a bullshit job is probably not one you want to patronize. If I were running a company the folks that talk directly to the customers would be pretty high status.

sokoloff 3y ago
If you’re running a high gross margin business, that totally makes sense. That also leaves an opening for a competitor to come in and treat your high margin as their opportunity, maybe by going cheaper on CS. In a low gross margin business, I think the days of having excellent and high status customer service are already gone (and may have never been). To the operator example above, a 5 minute long-distance call in 1980 cost the equivalent of about $7.50 in today’s money. It’s probably not that hard to figure out the conclusion of squeezing those costs and margins out of telecom companies, but I also think we’ve all been made better off for it, except perhaps people whose dream it was to be a telephone operator for 45 years.