> After a recent horrible experience with JetBlue customer service, it has become obvious to me that the true purpose of all "customer service" at major companies is not "solve the customer's problem" but "make the customer go away."
Exactly. As far as I'm aware, the purpose is to prevent them from reaching the rest of the company- not to make them happy about it. Customer service is a layer of protection designed to dispel, annoy or exhaust people until they're no longer a threat.
Exactly. As far as I'm aware, the purpose is to prevent them from reaching the rest of the company- not to make them happy about it. Customer service is a layer of protection designed to dispel, annoy or exhaust people until they're no longer a threat.