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You'll Let Them Punch You In The Face If It Means A 20 Percent Discount
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Is customer service dead? Look at United, or Wells Fargo. They aggressively treat customers as the enemy. You can say you won't use them again, but if United, say, has a low fare where you need to go, you'll fly them. So, is the lack of customer service your fault, because you don't make them pay for it? Or is it, as this column posits, that the companies have been concentrating so much on bean counting using big data they've collected on you that they don't think they need to bother with customer service? Or is it that you've become so price-conscious that you put up with bad service to save 50 cents? (Orange County Register)
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