So, yeah, customers are winners and losers in the game of “customer service”. You expect, as a consumer, to have fate deal you some bad service now and then. And, this is generally not a problem, so as long as the “bad” is equally parsed out among the many – the masses if you will. In the economics of service delivery, there is equity in a virtual abstract pattern of poor customer service or random consumer abuse. The “other guy” gets his…
And then, there is AT&T. OMG… We are talking 3rd Standard Deviation of “can’t get it right” service. How bad? I mean, right past the “this sucks” to the “I can’t believe this is happening to me crisis.” Not slowing down, AT&T has now gone turbo and moved right through the “wow, this is so surreal it is kind of funny” and on into the twilight zone. A game of chance?
The math to control for a discrete random variable in the statistics of all this simply escapes me. But what has not eluded my attention is that AT&T is not finished – there is more to come. Dare we talk 4σ?
Ya, it ain’t over…