Forum From the Archives: Is Customer Service a Bad Model?
Update: 2025-12-22
Description
To be a modern consumer is to experience poor customer service at some point in your life. The kind of service that has you in a fever dream of pressing “1” for “representative,” getting your call dropped, calling back again, and then asking to speak to a manager who can’t solve your problem. Experts call this kind of service “sludge,” an administrative morass meant to deter, not help, consumers. And for some businesses, it’s a feature not a bug. We listen back to our conversation with journalist Chris Colin about the practice and hear from you: what’s your sludge story?
Guests:
Chris Colin, journalist, The Atlantic
Learn more about your ad choices. Visit megaphone.fm/adchoices
Comments
In Channel
Download from Google Play
Download from App Store
United States00:00
00:00
x
