Wednesday, July 05, 2006

Escalating Shame

Citing the AOL video that has been making the rounds, Ann Althouse explores how the Internet has increased the customer's ability to shame organizations that provide poor service.

As she notes, this goes far beyond a single letter of protest.

It is especially appropriate that the matter arises over a scripted customer representative.

Do the people who train these individuals ever consider how irritating their adherence to a script can be? Probably not, but now they'll have to factor in the chance that their programmed approach may be sent out to the world.

No comments: