The Wizard’s Downfall

“Your call isveryimportant to us. Please stay on the line and a representative will be with you shortly.”

Twenty-eight minutes later, an apathetic, poorly trained call center drone clarified through her actions what her company actually meant: “Your call is really notimportant to us at all. If it were, we’d staff more customer service specialists, train them better, answer quickly, be respectful of your time, and genuinely want to help. However, we are focused on maximizing profit and since y...