|Interesting interview with Ron Burley, author of UNSCREWED: The Consumer's Guide To Getting What You Paid For:
"The mentality of companies and customer service departments these days is definitely that customers are the opposition. And this is [in] large part due to the new business model that I uncovered at the Harvard Business School. It's called churn. It's represented by the fact that the three largest cellphone companies in America last year had 1/3 of their customers leave."I didn't read the whole article because it was too long, but there was some pretty interesting stuff. I've definitely come to the same conclusion about customer service phone numbers: Don't call them. It's never worth it. Do everything possible to fix the problem yourself. I consistently have good experiences with customer service by emailing someone instead of calling. #business
"This is the thing, don't call customer service. Well, call them first. If you don't get help in 5 minutes, hang up. I mean, in the middle of the music, hang up. You can increase the chances of getting customer service 400% just by changing the phone number you call. The next number you call is the sales department."