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Mark Toole Profile picture
Mark Toole
@MarkBToole
Client Relationship Copywriter
Aug 2, 2018 • 8 tweets • 2 min read
The worst part of any business…

But it doesn’t have to be.

My thoughts:

1. Customer service is broken. There's no denying it.

2. It got that way despite (and because of) everyone’s best intentions

3. Big companies, middle managers, complete eradication of skin in the game 4. Small players, not knowing any better, follow “industry standards.”

5. Bureaucracy breeds complexity. Complexity leads to… Press 47 for English

6. Customers adapt. Anger gets them past low-level meat-robot gatekeepers (Let me talk to a manager!)