EP 313 Chris Colin on Why Customer Service Sucks
July 25, 2025
44 min
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428 of 461
Episode 313 · July 25, 2025
EP 313 Chris Colin on Why Customer Service Sucks
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The Jim Rutt Show Episodes Around July 25, 2025
Episode 428 of 461 — walk the feed in the order it was published.
44:09This episodeEP 313 Chris Colin on Why Customer Service Sucks
Summary
Jim talks with Chris Colin about his recent Atlantic article "That Dropped Call with Customer Service? It Was on Purpose." They discuss customer service hell & Chris's personal story with Ford, the concept of sludge, intentional friction in customer service systems, call center operations & tactics, high-quality customer service approaches, the impact of short-term CEO tenures on service quality, the Biden administration's attempts to address bureaucratic time tax, political implications of poor government services, administrative burden, coping mechanisms, consumer action possibilities, the psychological toll of dealing with poor service, Cory Doctorow's concept of "enshittification," responses to Chris's article, and much more.
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