@freemo Having worked in customer service, no that's not the point at all. Customer service being a cost center, no company will ever be appropriately staffed when that money could be used to bloat executive bonuses or inflate stock prices. The point of customer service, in my experience, is to be just barely good enough so that you don't lose too many customers while keeping the yellers, screamers, and complainers at a distance from management.
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@freemo Having worked in customer service, no that's not the point at all. Customer service being a cost center, no company will ever be appropriately staffed when that money could be used to bloat executive bonuses or inflate stock prices. The point of customer service, in my experience, is to be just barely good enough so that you don't lose too many customers while keeping the yellers, screamers, and complainers at a distance from management.