Customer Service That Works....

Can you imagine visiting Dell's web site and waiting more than two seconds for it to load? Well, it takes more than half an hour to reach a salesperson at certain times if you call Dell. 1,800 seconds.

Or call Club Med without a touchtone keyboard and the system hangs up on you...Obviously, there's a load balancing issue. In order to have enough well-trained operators to answer every call Saturday at 2 pm, they'd have thousands of underemployed people later on.

But instead of punishing the customer, why not reward them?

As usual, Seth asks the good questions.

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