Covid-19 has no doubt impacted businesses in lasting ways. While some businesses were shut down, a lot of businesses had to reduce capacity and operational limits, and shift operations to remote overnight. As a result, it is understandable that businesses had to prioritize available customer service resources to focus on critical tasks, and de-prioritize other non-essential services. What is not understandable is that close to two years in to the pandemic, when businesses should have had ample time to stabilize their operations, customer service still sucks. To the extent that I dread calling any contact center helplines, and now prefer emails (even when they are slower), to at least save myself the annoyance and frustration of dealing with customer service. Here are some recent examples that I had to deal with: Call with an airline to change credit of miles from one airline program to another: Spent one and a half hour on hold, without talking to a human. I wasn't sure how much lo...
An attempt to explain the convoluted constructs of life...