It depends on management. Some companies have been able to deal with the service problems associated with COVID-19. Other companies have overpaid management that is completely flummoxed by anything that requires new thinking.
Smaller businesses have been especially creative, probably because the owners’ livelihoods depend on their problem solving.
For a large company like A.T.&T., the main thought of upper management seems to revolve around how to avoid blame, how to get more perks and stock options, and how to get into and decorate a more prestigious office.
Here is just the first 2+ hours of my chat with the A.T.&T. chat bot. It demonstrates why this these ladies and gentlemen . . .
. . . .have such wonderful jobs.
Some of them might be quite intelligent and energetic, perky, shiny and (88%) white.
But as a group, they long may have avoided the undue stress involved in problem-solving, particularly as it involves listening to customers.
Or, perhaps their website tech is deficient, and none of the above people have even bothered to run through the site, as a customer might, to see how it works. (“Not my job.”)
I have worked with S&P 500 executives. Their problem is this: As leaders of big firms, indeed like most rich people, they’ve lost the ability to actually do anything.
They have people for that. So, they are four levels divorced from reality.
If I were to send a complaint letter to Mr. Stephenson, the odds of him answering it are similar to the odds of me being hit on the head by a meteor carrying a winning lottery ticket.
At best, in the unlikely event the letter actually made it to Stephenson’s desk, he would have his secretary send it down to the 3rd VP in charge of Customer Brush-offs, who in turn would flip it to the Junior executive of Credible Excuses, and from there to land in the Stock Apology office, where a form letter would emerge, addressed to Madam Robdert Milchel, telling me how sorry they are for doing something that has nothing whatever to do with my complaint.
And that’s at best.
By contrast, I hired a small firm to clean out some water that had leaked into our basement. They did a nice job, but failed to do one thing. I called the owner, and he immediately sent out two men to fix the problem. Bing bang bong.
A large firm and its management can do a terrible job for many years, while still surviving (Hello, Sears Roebuck). Small firms give good service or die quickly.
Sadly, when we have financial emergencies, the large companies have leverage to obtain support from the federal government, while small companies are left to die.
An enlightened government would do the opposite. It would support small business first. That conceivably could happen with a liberal administration; it’s impossible with a conservative administration, with only two exceptions: If the small company were owned by a church or a gun manufacturer.
In any event, here are the first two+ hours of the chat session. I finally disconnected at 3:45PM.
My guess: If I hadn’t logged off, it still would be assuring me that “I’m sorry for the delay. I’ll be right with you.”
And, of course these days, the all purpose excuse for bad service is COVID-19. I’m sure you have been given that excuse more than once. I didn’t wait for that.
Rodger Malcolm Mitchell
Monetary Sovereignty Twitter: @rodgermitchell Search #monetarysovereignty Facebook: Rodger Malcolm Mitchell
P.S. After I finally logged off the A.T.&T. site, I discovered a phone number, and eventually connected to someone in India or Pakistan, who promised to help me — I think — if I understand what he told me.
We’ll see.
========================================================================================================================================================
Here’s the chat:
Today
Thank you for choosing to chat with us. An agent will be with you shortly.
Hey There! I’m your friendly chatbot assistant.
Info – 1:19 PM
What kind of service can I help you find today?
Service for my Home
ChatBot – 1:19 PM
I am looking for residential service.
You – 1:19 PM
Thank you! Now, are you an existing customer?
Yes
ChatBot – 1:19 PM
Yes, I am a current AT&T Customer.
You – 1:19 PM
Great. Are you moving, looking to add a service, or do you want to change your existing service?
Moving
Add Service
Change Existing Service
ChatBot – 1:19 PM
I’d like to change my existing service.
You – 1:20 PM
For help changing your existing service, please Click Here
Is there anything else I can help you with today? Would you like to start over?
Yes
No
ChatBot – 1:20 PM
Yes, I’d like to start over.
You – 1:20 PM
What kind of service can I help you find today?
Service for my Home
Service for my Business
Customer Support
ChatBot – 1:20 PM
Customer Support
You – 1:20 PM
Great! We love assisting our valued customers! Let’s get you to the right place.
I’m Moving
Change Existing Service
Billing or Tech Support
Change or Cancel Installation
ChatBot – 1:20 PM
I have a billing or tech support related question
You – 1:20 PM
For billing or technical support related questions, please Click Here
Is there anything else I can help you with today? Would you like to start over?
Yes
No
ChatBot – 1:20 PM
I have a question about my bills.
You – 1:21 PM
Sorry, I didn’t catch that.
Is there anything else I can help you with today? Would you like to start over?
Yes
No
ChatBot – 1:21 PM
I have a question about my bills.
You – 1:21 PM
Sorry, I didn’t catch that.
Is there anything else I can help you with today? Would you like to start over?
Yes
No
ChatBot – 1:21 PM
WTF!
You – 1:21 PM
One moment
Here is a link
ChatBot – 1:22 PM
My home # is ***-***-**** I also have a phone in Florida and an Apple phone.
I have received three bills, but I can’t tell which bill is for which phone.
Can you assist me?
Is there a human available?
You – 1:24 PM
I’ll be right with you.
ChatBot – 1:26 PM
Do you see the “conversation” so far?
You – 1:27 PM
Thank you for waiting. I’ll be with you in just a moment.
ChatBot – 1:29 PM
This is beyond bad. Not only does this chat stink, but when I go online it tells me to dial 833-904-1657 for billing questions. When I go through that exercise, it gives me a different number to call.
Is there anyone — anyone — at ATT who cares about customers? Anyone?
You – 1:32 PM
I’m sorry for the delay. I’ll be right with you.
ChatBot – 1:32 PM
OMG
ChatBot – 1:35 PM
I’m going to print this out and publish it. Should make for humorous reading.
You – 1:36 PM
Thank you for waiting. I’ll be with you in just a moment.
I’ll be right with you.
ChatBot – 1:41 PM
hahahahahaha
You – 1:44 PM
Thank you for waiting. I’ll be with you in just a moment.
ChatBot – 1:44 PM
Thank you for waiting. I’ll be with you this month.
You – 1:44 PM
I’m sorry for the delay. I’ll be right with you.
I’ll be right with you.
ChatBot – 1:50 PM
Thank you for waiting. I’ll be with you in just a moment.
ChatBot – 1:53 PM
If I don’t respond, keep holding. Thank you.
You – 1:56 PM
I’ll be right with you.
I’m sorry for the delay. I’ll be right with you.
ChatBot – 1:59 PM
I’m sorry for the delay. I’ll be right with you.
I’ll be right with you.
ChatBot – 2:05 PM
Thank you for waiting. I’ll be with you in just a moment.
I’m sorry for the delay. I’ll be right with you.
ChatBot – 2:11 PM
I’ll be right with you.
Thank you for waiting. I’ll be with you in just a moment.
ChatBot – 2:17 PM
I’m sorry for the delay. I’ll be right with you.
Thank you for waiting. I’ll be with you in just a moment.
ChatBot – 2:23 PM
I’ll be right with you.
Thank you for waiting. I’ll be with you in just a moment.
ChatBot – 2:29 PM
I’ll be right with you.
I’m sorry for the delay. I’ll be right with you.
ChatBot – 2:35 PM
I’ll be right with you.
I’m sorry for the delay. I’ll be right with you.
ChatBot – 2:41 PM
Thank you for waiting. I’ll be with you in just a moment.
I’m sorry for the delay. I’ll be right with you.
ChatBot – 2:47 PM
Thank you for waiting. I’ll be with you in just a moment.
I’ll be right with you.
ChatBot – 2:53 PM
I’ll be right with you.
Thank you for waiting. I’ll be with you in just a moment.
ChatBot – 2:59 PM
I’m sorry for the delay. I’ll be right with you.
Thank you for waiting. I’ll be with you in just a moment.
ChatBot – 3:05 PM
I’m sorry for the delay. I’ll be right with you.
I’ll be right with you.
ChatBot – 3:11 PM
I’m sorry for the delay. I’ll be right with you.
Thank you for waiting. I’ll be with you in just a moment.
ChatBot – Now
I’m sorry for the delay. I’ll be right with you.
3:14 PM
Thank you for waiting. I’ll be with you in just a moment.
ChatBot – 3:17 PM
I’ll be right with you.
ChatBot – 3:20 PM
I’m sorry for the delay. I’ll be right with you.
3:23 PM
I’ll be right with you.
Thank you for waiting. I’ll be with you in just a moment.
“ChatBot – 3:29 PM”
ChatBot
– 3:29 PM
I’ll be right with you.
ChatBot
3:35 PM
I’m sorry for the delay. I’ll be right with you.- 3:41 PM
“ChatBot
– 3:41 PM
Thank you for waiting. I’ll be with you in just a moment.
ChatBot
Apparently, “I’ll be right with you,” and “I’ll be with you in just a moment” are alternated to make me believe there is a human somewhere out there.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..
THE SOLE PURPOSE OF GOVERNMENT IS TO IMPROVE AND PROTECT THE LIVES OF THE PEOPLE.
The most important problems in economics involve:
- Monetary Sovereignty describes money creation and destruction.
- Gap Psychology describes the common desire to distance oneself from those “below” in any socio-economic ranking, and to come nearer those “above.” The socio-economic distance is referred to as “The Gap.”
Wide Gaps negatively affect poverty, health and longevity, education, housing, law and crime, war, leadership, ownership, bigotry, supply and demand, taxation, GDP, international relations, scientific advancement, the environment, human motivation and well-being, and virtually every other issue in economics. Implementation of Monetary Sovereignty and The Ten Steps To Prosperity can grow the economy and narrow the Gaps:
Ten Steps To Prosperity:
2. Federally funded Medicare — parts A, B & D, plus long-term care — for everyone
3. Social Security for all or a reverse income tax
4. Free education (including post-grad) for everyone
5. Salary for attending school
6. Eliminate federal taxes on business
7. Increase the standard income tax deduction, annually.
8. Tax the very rich (the “.1%”) more, with higher progressive tax rates on all forms of income.
9. Federal ownership of all banks
10.Increase federal spending on the myriad initiatives that benefit America’s 99.9%
The Ten Steps will grow the economy and narrow the income/wealth/power Gap between the rich and the rest.
MONETARY SOVEREIGNTY
#Monetary Sovereignty - Mitchell 
This is hilarious and so sad. Technology is useful in many ways and makes life better in many ways, but this is not among them. They eliminated the labor force to save labor costs and produce something that simply pisses people off. If we had more competition instead of an oligopoly or monopolies in most metro areas, they would improve. So sad and unfortunately, we have to continue using the services of this too big to care corporations.
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