#customerservice — Public Fediverse posts

Why “Customer Service” Is a Lie

By Cliff Potts, CSO, and Editor-in-Chief of WPS News
Hiawatha, Iowa, USA
Published September 4, 2026

A Job Title Designed to Depress Wages

The term “customer service” is not descriptive. It is strategic.

At GoDaddy, workers routinely perform technical labor—diagnosing DNS failures, troubleshooting hosting stacks, resolving SSL issues, and untangling email delivery problems—while being classified under a job title associated with low-wage call centers.

This is not semantic drift. It is wage architecture.

By labeling technical support as “customer service,” the company benchmarks pay against the lowest-paying category possible while extracting higher-value labor. The title does the work that payroll will not.

Technical Labor Without Technical Pay

The tasks are not ambiguous. They require system literacy, procedural reasoning, and error isolation under time pressure. These are not conversational skills. They are technical competencies.

Yet compensation remains anchored to the idea that the worker is primarily calming customers rather than resolving infrastructure failures. The result is predictable: skilled labor, flattened into an entry-level pay band.

This is how companies suppress wages without violating any single rule. The work is real. The title is fiction.

Metrics That Ignore the Work

Performance is measured not by problems solved, but by calls closed, scripts followed, and time reduced. Complexity is treated as inefficiency. Accuracy is secondary to throughput.

When technical problems take time—as they inevitably do—workers are penalized for the very labor they were hired to perform. The system rewards speed over correctness and politeness over resolution.

Under these conditions, the job title becomes a disciplinary tool. If the role is “customer service,” then depth is unnecessary and hesitation is failure.

Management Without Accountability

Supervisors are often empowered to motivate but not to compensate. Verbal assurances of advancement, raises, or reclassification are offered freely. When workers attempt to formalize those promises, the response is procedural: Do you have it in writing?

This structure is intentional. Authority is diffused downward. Responsibility is retained upward. Workers are encouraged to trust managers who lack the power to deliver.

Hope replaces contracts. Documentation replaces intent.

Why This Structure Persists

Calling technical labor “customer service” solves multiple problems at once. It keeps wages low. It simplifies hiring. It blunts legal exposure. It normalizes turnover.

Most importantly, it externalizes frustration. When customers are unhappy, it is framed as a service issue. When workers are underpaid, it is framed as an entry-level reality.

The system does not misclassify by accident. It misclassifies because it works.

The Cost of the Lie

The long-term cost is not just worker burnout, though burnout is guaranteed. The deeper cost is institutional degradation. When technical labor is undervalued, systems decay. Knowledge leaves. Errors repeat.

Customers experience this as incompetence. Workers experience it as disposability. Management experiences it as acceptable churn.

Calling this “customer service” is not a misunderstanding.
It is the mechanism.

For more social commentary, please see Occupy 2.5 at https://Occupy25.com

References (APA)

Braverman, H. (1974). Labor and monopoly capital: The degradation of work in the twentieth century. Monthly Review Press.

Graeber, D. (2018). Bullshit jobs: A theory. Simon & Schuster.

Kalleberg, A. L. (2011). Good jobs, bad jobs. Russell Sage Foundation.

CEO Natasha del Barrio Discusses BMW of Pharr Opening

Natasha del Barrio. Photo by Noah Mangum González / Texas Border Busin…
#Germany #DE #Europe #EU #Europa #BMW #autoindustry #automotivenews #BertOgdenAutoGroup #BMWofPharr #BusinessGrowth #CommunityInvestment #Customerservice #economicdevelopment #grandopening #HidalgoCounty #jobcreation #PharrTexas #Philanthropy #retaildevelopment #RGV #RioGrandeValley #SouthTexas #TexasBorderBusiness #TexasBusiness
https://www.europesays.com/germany/83477/

“Your call is very important to us. Please continue to hold for the next available agent.”

I’ve heard that message about 300 times now in the 2+ hours I’ve been on hold with our local tax office.

#CustomerService #IsMyCallReallyImportantToYou?

@DMakarios I bought a febc radio that way (they are very good - SW FM AM, 3 different ways of charging). The only minus with them was that it got recorded at their end as a donation and I get occasional promotional emails as a result.
#radio #customerservice

I'm British Airways cabin crew - do 1 thing before you board plane for easier trip

https://web.brid.gy/r/https://www.mirror.co.uk/lifestyle/im-british-airways-cabin-crew-37602240

Sweet!

Writing in a cafe (don't @ me about the cliche). Just saw an exchange between customers and one of the staff.

It seems at least one of the customers is deaf, and a staff member came over to sign to them that the cafe is closing in five minutes.

Proper discussion too, not just the one phrase a staff member had learned.

Gold star for customer service!

#Cafe #CustomerService #Deaf #Disability #UK

Dimalukan dan dipersalahkan atas imbasan QR yang rosak—kemudian terpaksa turun dari bas, tak sampai ke destinasi. Teknologi sepatutnya memberi manfaat kepada kita, bukan memalukan kita.

https://the-kalvin.pckt.blog/chaos-qr-di-bas-merah-jambu-pscefky

#blog #writing #essay #sabah #malaysia #bus #bas #publictransport #transport #commute #techfail #frustration #customerservice #urbanlife

[MS] Embarrassed and blamed for a faulty QR scan—then forced off the bus. Technology should serve us, not shame us.

https://the-kalvin.pckt.blog/chaos-qr-di-bas-merah-jambu-pscefky

#blog #writing #essay #sabah #malaysia #bus #bas #publictransport #transport #commute #techfail #frustration #customerservice #urbanlife #dailycommute

The best micro-experience happens exactly when the customer needs it, not when it's convenient for you.

Read more 👉 https://lttr.ai/At6YC

#customerservice #genz #userexperience

So, that was Dorum / Dorum-Neufeld. I can cross them off my list, and not bother with them ever again. I had a good lunch, and a helpful person sold me postcards, but aside from an impressive tower and a few fishing boats, it wasn't worth walking 14km there and back.

Walking? Yes, because they do not have a functioning bus service or a friendly customer travel service. Just not worth the effort.

#life #travel #bus #Dorum #DorumNeufeld #CustomerService

Watch Now: https://zurl.co/4VjOE

Integrating Salesforce with Agentforce for Auto-Replies | Complete Salesforce Tutorial

#Salesforce #Agentforce #SalesforceAgentforce #SalesforceAI #SalesforceIntegration #AutoReplies #AIAgents #CustomerService #CRM #SalesforceAutomation #GenerativeAI #AIForBusiness #SalesforceTutorial #SalesforceTraining #Automation

Why not publish the details on your website rather than have to tell us that you’re experiencing greater than normal volume of calls to your switchboard and bleating about how important these calls are to you?

#NorthernPowerGrid
#customerService
#yourCallisImportant

Four 5-star reviews landed on our Google page recently — cavers, walkers, one very grateful last-minute rain jacket rescue. Cheers, all of you. 🥰

Bought from us and not left a review yet? Just search for us on Google. 👍

#outdoors #shoplocal #yorkshire #yorkshiredales #customerservice

In a new low for #Amazon delivery drivers...our latest order, a book for NJ, was left in a "secure location".

The card and paper recycling bin.

A neighbour's card and paper recycling bin...

Thankfully today was not blue bin collection day.

#customerservice #whattheheck

OpenAI says my prepaid credits were consumed, refuses to show any record

https://community.openai.com/t/how-openai-lost-a-paying-customer-over-160-it-refuses-to-explain/1389233

Comments: https://news.ycombinator.com/item?id=49188980

#HackerNews #OpenAI #Prepaid #Credits #CustomerService #Transparency #Issues

Woohoo! Social Security and Medicare A&B have been approved, and are retroactive to July.

I have to say the customer service (phone) I received from various Federal agencies far exceeded what I get from corporations these days. In every instance, I spoke with a human being in less than 12 minutes, and never got bounced by a phone menu.

Government services > private companies

#Retirement #USGov #CustomerService

Here is a bit of linguistic advice for anyone but particularly if you are in customer service.

Do not say “I understand” if someone is complaining or unhappy about something. The other person will rarely believe you actually understand because you probably don’t.

Instead say, “I agree”.

“I agree this situation is frustrating.” “I agree this is so annoying.”

You validate their feelings without validating the content of the complaint. The other person will feel you are on their side and will be much more open to discussing the underlying issue.

#linguistics #customerservice

As Google and OpenAI build AI agents that can navigate websites on behalf of users, design your site so these agents can easily understand and interact with your content, just like you'd design for any other assistive technology.

Read more 👉 https://lttr.ai/AtrgL

#customerservice #userexperience #ux

The majority of your customers in the middle of their journey is the group almost nobody designs for, and the group most likely to drift away without a word.

Read more 👉 https://lttr.ai/Atpl1

#customerservice

UK's 'worst' broadband confirmed and these big providers are bottom of the list

https://web.brid.gy/r/https://www.mirror.co.uk/tech/worst-uk-broadband-connection-issues-37487533

Sure, i guess…. #customerservice #fail #ticketmaster

Big bank: All our representatives are assisting other customers.

Number of representatives: One

🙄

#CustomerService #sarcasm

Don't love the experience of calling a company for service, and getting a message saying "currently closed - our hours are 9am to 6pm" and you're calling at 9:10am.

Gives a sense that they really can't be bothered.

#customerService

Britain's 'worst' broadband confirmed and some popular providers are on the list

https://web.brid.gy/r/https://www.mirror.co.uk/tech/worst-uk-broadband-providers-complaints-37473532

Home builder thinks hiring the hammer alone will build the house, layoffs carpenters

Uber lays off 10 percent of its customer service team in favor of using AI - Engadget

https://www.engadget.com/2221547/uber-lays-off-10-percent-customer-service-team-ai/

#Uber #Layoffs #Labor #AI #CustomerService #Tech

@hacks4pancakes
Lots of folks might not realize that any job/gig where you interact with others has a very real “ #CustomerService “ component.

I do tech kinda stuff for my “day job” and there’s a large amount of it that is simply getting folks what they need/want, though there are specific skills involved.
#Politeness #listening #kindness etc

Claude By Anthropic Customer Service, Contact Information

Claude By Anthropic customer service and support page. Positive and negative reviews about Claude By Anthropic.

https://appcustomerservice.com/app/6473753684/claude-by-anthropic

#AI #artificalintelligence #claude #antrhphic #customerservice #help

My experience using Chinese Taobao taught me this: when a company gets big enough, it can use AI to brush people off and simply ignore the problems.

(Note: content is translated by ChatGPT.)

#Taobao #CustomerService #AI #CustomerExperience #ConsumerRights #OnlineShopping #TechSupport #UserExperience

How Will AI Change Small Businesses Over the Next Five Years?

https://kierendaystudiosofficial.wordpress.com/2026/06/21/how-will-ai-change-small-businesses-over-the-next-five-years/

How Do You Get Your First 100 Customers?

https://kierendaystudiosofficial.wordpress.com/2026/06/20/how-do-you-get-your-first-100-customers/

Customers are losing patience with AI banking chatbots, says JD Power

https://fed.brid.gy/r/https://nerds.xyz/2026/05/ai-banking-chatbots-fail-customers/

Poundland in Accrington, Lancashire (the English one) today refused to allow access an operator till for a customer in a wheelchair, so she told the staff member she was welcome to put it all back on the shelf.
Totally agree.
They already had a girl working a proper till, but she was only willing to do a refund for a lady who’d bought the wrong batteries.
Don’t care how ‘cheap’ the goods are (and they’re not a ‘Pound’ in that store any more). If you force folk to use self-service tills, you don’t deserve any business. Not just from disabled customers either.
Can guarantee the millionaire owners/board are not on minimum wage, or using self-service tills.
#disability #Millionaires #selfservice #poundland #customerservice

📱🤣 "I just want working RCS messaging" says someone stuck in the infinite loop of Apple and carrier finger-pointing, as if expecting these corporate behemoths to suddenly discover customer service magic. 🙄 Imagine thinking #AppleCare is anything more than a glorified, overpriced talk therapy session for your tech woes. 💸
https://wt.gd/i-just-want-my-rcs-messaging-to-work #RCSmessaging #customerservice #techwoes #corporatefailures #HackerNews #ngated

@beersofmastodon Props to Tavour, I got a customer service reply this morning and they’ve made things right!

If anyone needs a referral code let me know 😎

#customerService #tavour

They Literally Starved

#customerservicememes #customerservicethings #customerserviceproblems #customerservice #hotel #hotels #hotelmeme #hotelmemes #hospitality #justhotelthings #justcustomerservicethings #customersbelike

#Chatbots are reshaping customer service, handling the load for startups while connecting businesses with their audience. 🚀🤖
Despite some limitations, tech evolves to enhance both customer experiences and brand recognition.📊

Discover how this tech revolution is shaping the future of business and customer interactions! 🤖💬

Read our full blog for more information!👉

https://neuronus.net/en/blog/the-rise-of-Chatbots-enhancing-customer-service-in-it

#CustomerService #TechInnovation #AI #StartupSuccess #Automation #BrandRecognition #Neuronus

Well, Well, Well, Look Who's Treating Others As Humans

#customerservice #customerservicememes #customerservicememes #customerserviceproblems #customerservicethings #justcustomerservicethings #hospitality #hotel #hotels #hotelmeme #hotelmemes #justhotelthings

Hey everyone, just wanted to let you know that we've got your back this weekend! No need to worry about service disruptions because we've got 24/7 technical support ready to help. You can count on us to keep things running smoothly. #CustomerService #TechSupport #AlwaysHere #NoDisruptions #RELIANOID #topservice #topsupport

Don't worry at all if you have to work this weekend and maybe you need to update or make changes on your network.
We're here for you. We're constantly helping you.
#TechSupport #24x7Support #TechnicalAssistance #CustomerService #HelpDesk #ITSupport #ProblemSolving #CustomerCare #AlwaysAvailable #TechHelp #SupportTeam #RoundTheClock #CustomerAssistance #ServiceExcellence #ITServices #Troubleshooting #SupportExperts #ContinuousSupport #TechSolutions #CustomerSatisfaction

Seventh dedication for the artbook: Emma Frost, the White Queen, as requested by Igor Milosevic! Thanks for his trust !

#art #fanart #artwork #artoftheday #nautilebleu #owncharacter #whitequeen #emmafrost #artistsupportingartists #characterart #xmen #xwoman #corset #clientheureux #happycustomer #customerservice #dedicace #dedication #fediart #mastodonart #mastoart #creativetoots

#Society6 was still kinda worse: The #giclee #artprint I ordered was horrible unsharp (not sure how they even did that, you could see that the edges were blurry on the sides but sharp at the top and buttom) and a poster was very #glossy and #desaturated. So I'm probably not gonna use them even though the #CustomerService was amazingly fast and promised to refund me the money for the bad print.

/cont. in next toot:

I tested the #Reverso neural translation this week and last week thoroughly, and wow, I haven't heard a single complaint from the people I replied to, and they understood my replies well.

Tested:
English > Reverso > Language

Languages tested:
* Arabic
* Spanish
* Ukrainian
* French
* German
* Hungarian
* Italian
* Turkish

There are other languages available, but I prefer using the ones created by those who speak it as their first language. For example:

#Naver #Papago translation for Korean, Japanese, and Chinese.

#Yandex Translate for Russian.

What I haven't decided yet are some of the #SouthEastAsian #languages available in both Reverso and Papago. Both, so far, are working good.

#CustomerService #CustomerSupport #translations #multilingual

@[email protected]

I tested the #Reverso neural translation this week and last week thoroughly, and wow, I haven't heard a single complaint from the people I replied to, and they understood my replies well.

Tested:
English > Reverso > Language

Languages tested:
* Arabic
* Spanish
* Ukrainian
* French
* German
* Hungarian
* Italian
* Turkish

There are other languages available, but I prefer using the ones created by those who speak it as their first language. For example:

#Naver #Papago translation for Korean, Japanese, and Chinese.

#Yandex Translate for Russian.

What I haven't decided yet are some of the #SouthEastAsian #languages available in both Reverso and Papago. Both, so far, are working good.

#CustomerService #CustomerSupport #translations #multilingual

@[email protected]

I tested the #Reverso neural translation this week and last week thoroughly, and wow, I haven't heard a single complaint from the people I replied to, and they understood my replies well.

Tested:
English > Reverso > Language

Languages tested:
* Arabic
* Spanish
* Ukrainian
* French
* German
* Hungarian
* Italian
* Turkish

There are other languages available, but I prefer using the ones created by those who speak it as their first language. For example:

#Naver #Papago translation for Korean, Japanese, and Chinese.

#Yandex Translate for Russian.

What I haven't decided yet are some of the #SouthEastAsian #languages available in both Reverso and Papago. Both, so far, are working good.

#CustomerService #CustomerSupport #translations #multilingual

@[email protected]

I tested the #Reverso neural translation this week and last week thoroughly, and wow, I haven't heard a single complaint from the people I replied to, and they understood my replies well.

Tested:
English > Reverso > Language

Languages tested:
* Arabic
* Spanish
* Ukrainian
* French
* German
* Hungarian
* Italian
* Turkish

There are other languages available, but I prefer using the ones created by those who speak it as their first language. For example:

#Naver #Papago translation for Korean, Japanese, and Chinese.

#Yandex Translate for Russian.

What I haven't decided yet are some of the #SouthEastAsian #languages available in both Reverso and Papago. Both, so far, are working good.

#CustomerService #CustomerSupport #translations #multilingual

@[email protected]

I tested the #Reverso neural translation this week and last week thoroughly, and wow, I haven't heard a single complaint from the people I replied to, and they understood my replies well.

Tested:
English > Reverso > Language

Languages tested:
* Arabic
* Spanish
* Ukrainian
* French
* German
* Hungarian
* Italian
* Turkish

There are other languages available, but I prefer using the ones created by those who speak it as their first language. For example:

#Naver #Papago translation for Korean, Japanese, and Chinese.

#Yandex Translate for Russian.

What I haven't decided yet are some of the #SouthEastAsian #languages available in both Reverso and Papago. Both, so far, are working good.

#CustomerService #CustomerSupport #translations #multilingual

@[email protected]

9 Factors Influencing First Call Resolution - Companies can reduce customer churn by 67% if they succeed in solving customer iss... - https://readwrite.com/9-factors-influencing-first-call-resolution/ #callcentersoftware #customerservice #customerproblem

Sanas aims to convert one accent to another in real time for smoother customer service calls - In the customer service industry, your accent dictates many aspects of your job. I... - http://feedproxy.google.com/~r/Techcrunch/~3/8mhVtwB-7sM/ #artificialintelligence #speechrecognition #customerservice #machinelearning #fundings&exits #recentfunding #callcenters #startups #funding #sanas

Level AI lands $13M Series A to build conversational intelligence for customer service - Level AI, an early stage startup from a former member of the Alexa product team, w... - http://feedproxy.google.com/~r/Techcrunch/~3/7GErAjEWiGo/ #artificialintelligence #conversationalai #batteryventures #customerservice #recentfunding #neerajagrawal #startups #funding #levelai #tc