With some organizations, I am sure all this is a strategy to dissuade people from calling. The worse your customer service is, the less likely people will use it. If you can strike a balance between being bad enough people won’t call, but not so bad people won’t use your service, you are golden.

This reminds me of a book on my shelf, “Your Call Is (not that) Important to Us.”

Healthcare User Experience Designer in the Greater Chicago area

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