"We highly value your call."

“We highly value your call.”

Benjamin Hughes

The issue of customer service has become a widespread problem in our country. Anyone can attest to this fact. However, the reason behind the poor quality of customer service remains a mystery.

Initially, there is a scarcity of labor. This issue has been exacerbated by the pandemic, making it challenging to recruit individuals for these positions. On average, call center employees tend to leave their jobs after 18 months.

Additionally, there is the concept of consolidation. When corporations merge, such as airlines, banks, telecom companies, and cable companies, it leads to a decrease in competition. As a result, there is less motivation for them to address any issues.

David Pogue

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David Pogue has won six Emmy awards for his segments on “CBS Sunday Morning” and has been a correspondent on the show since 2002. He is also a bestselling author for the New York Times, a frequent speaker at TED events, and has hosted 20 science specials on PBS’s show NOVA. Additionally, he wrote a weekly tech column for the New York Times for 13 years and a monthly column for Scientific American for 10 years.

Source: cbsnews.com