"We're always looking for ways to improve our customer service experience."
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"We're always looking for ways to improve our customer service experience."
LOL!
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"... so we can be sure to avoid ever actually implementing them."
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If cutting our tech support staff in half is what is needed to raise our stock price 1 cent and jack up my bonus then so be it.
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Technically they aren't lying: their subjective experience is much better when they don't have to deal with customers.
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