A few years ago Kevin Drum, a writer at Mother Jones, after describing his infuriating experience dealing with customer service at another corporate giant, Verizon nicely encapsulated what may become the new received wisdom. “Frankly, my dealings with the government, on average, are better than most of my dealings with corporations. The government might sometimes provide poor customer service just because they lack the motivation to do better, but corporate America routinely provides crappy customer service as part of a deliberate and minutely planned strategy.”
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