Something About Phone Companies

Seth Godin complained about Verizon’s customer service in his blog. The funny thing is that I can relate even though I have never used Verizon in my entire life. Just substitute the name of your local phone company; i.e., SBC, AT&T or whatever it’s called these days. I’m not sure why the telecom industry insists on delivering a subpar customer experience, but it happens regularly. The easy route would be to attribute it to their monopoly status, but not all monopolies act badly.

What irritates me most is when I have to navigate through multiple levels of menus. I just need to type in a couple words and Google can figure out what I’m looking for in less than a second. Why can’t the phone company route calls with similar efficiency?

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