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August 26, 2005


Bad Summer for Customer Service

So, first it was the couple at a New Jersey restaurant who found the words "Jew Couple" written on their check. A few days later, LaChania Govan received a Comcast cable bill addressed to "Bitch Dog," and a People's Energy customer found bills for "Jeffery Scrotum Bag Barnes" in his mailbox.

Then, this week, grocery store owner Sami Habbas received a credit card solicitation which began, "Dear Palestinian Bomber..." Even worse, when Habbas, a naturalized U.S. citizen, called JP Morgan Chase to complain: "The operators always said, 'Yes, Mr. Palestinian Bomber, how can we help you?' "

People, I know it's been a long, hot summer, but what is going on here? Maybe it's time to take stock and stop cutting corners on staff. It looks to me like the cost-effectiveness of hiring disgruntled part-timers to do data entry for minimum wage plus outsourcing your call centers overseas is undermined by the media attention and disgruntled customers that it causes.

categories: Business
posted by Emily at 9:28 AM | #

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