2 ms·
Misaligned incentives. The people who thought this up are clearly not aiming to provide the best-possible customer service. Likely, their goal is cost-saving,
by mft_ 2y ago
Misaligned incentives.
The people who thought this up are clearly not aiming to provide the best-possible customer service. Likely, their goal is cost-saving, with delivery of a minimum-acceptable level of customer service.
Let's be honest, very little of HP's activity seems focussed on providing the best-possible anything.
- MrMcCall 2y ago> best-possible anything Shareholder "value", i.e. profit They are, like the vast majority of corporate America, only providing for themselves, and not giving one shit about anyone else, especially their marks, I mean, customers.
- mft_ 2y agoFair point. :) Although I'd propose to optimise the concept to something like "shareholder value, inasmuch as it influences the rewards of the current leadership team, within their likely period of employment".
- IncreasePosts 2y agoEveryone has a budget. Maybe kicking people out to social media or whatever other channel is the best way to make that budget stretch the farthest. Of course, probably what would happen is the savings would be cut from the customer support budget.