David Mandl on Wed, 17 Apr 2002 21:28:00 +0200 (CEST)

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<nettime> The rich get serviced

Interesting bit in an article about U.S. mobile phone service in
today's WSJ:


At VoiceStream Wireless, a unit of Deutsche Telekom AG, the higher
your bill, the less time you'll spend on hold. A computer system
routes customer-service calls based on, among other things, how much
the caller pays each month. In general, those with cheap plans are
routed to the least-experienced representatives. Those on pricier
plans may be offered special rates or new phones.


One aspect of the ongoing Death of Customer Service is that eventually
there will be a wide gulf between the service that rich and poor
people get.  Nothing new there, but here we have two-tier service for
the _exact same product_, helped, of course, by databases that track
whether you're worth serving or not.  Good news if you're rich: You
may not have to navigate your way through phone-menu hell any more.
Bad news if you're poor: You'll probably be spending more and more
time there.



Dave Mandl

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