Want to create an interactive transcript for this episode?
Podcast: KQED's Forum
Episode: Is Customer Service a Bad Model?
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’ll talk to journalist Chris Colin about the practice and hear from you: what’s your sludge story?
Gue...