The Misery of “Customer Service”

I just spent literally 2.5 hours getting a new health insurance policy. I spent 2 hours attempting to purchase an account with a computer company. Through both these calls, I was subjected to various sales pitches, suggestions to use online service sites, long wait time, crappy music, and mostly friendly real human beings. However, in the insurance case, the services reps had to recite over 50 features of the policy, 25 legal disclaimers, and a whole other lot of crap. In the case of the computer company, no one on the service line was able to find the right office for me to get help with my problem.

These sorts of annoyances are part of everyday life. This is in part because companies prefer customers to use the internet so as to not hire living service reps. The combination of corporate efficiency motives and excessive legal regulations makes these interactions horrible. I actually have to brace myself before making these calls. There are today few forms of sensible interactions over the phone with companies. Machines and legal minutiae have combined to cause anxiety about trying to buy complex health insurance and other regulated products on a phone. I was told at least 10 times something to the effect that further charges may apply. The sales rep was ‘required by law’ to make me agree to many conditions and exclusions of the policy. These issues are in no small part why people, especially those over 60, are exasperated by living in this ‘modern culture’. The ‘old days’ were much more preferable.

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