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[...] What are customers going to do—switch providers? They almost certainly signed a multiyear contract, and why go through the huge annoyance of switching to a new company and a new phone number when the customer service there will inevitably be just as bad? Hell, there’s a decent chance they’ll …

“Seriously, just be glad they have wipes now!” says Kaitlyn when I poke fun at the eight wipes she uses every single morning. “It’s so much better than before.”

How so?

“It was really nasty the first time I worked here,” which was a couple of years ago under the old managment, she says. “They…

Q: Your customer-service representatives handle roughly sixty calls in an eight-hour shift, with a half-hour lunch and two fifteen-minute breaks. By the end of the day, a problematic number of them are so exhausted by these interactions that their ability to focus, read basic conversational cues, a…

[...] we’ve been told that management screens calls randomly and that they listen to every call that trips an alarm suggesting customer dissatisfaction.

They’re very vague about what gets a call flagged, which makes me suspect this “alarm” is as bullshit as SDF8’s “high-tech security system.” Th…

For example, we split into small groups one day to make and present posters on a given topic. My group is assigned the problem of what to do if someone calls in to cancel service for a loved one who’s died. CSP specifically notes that this is one of the few situations where reps are not required to…