#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.

“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

Ah, nothing screams "customer service" like closing over half of home insurance #claims without paying a dime. 🏠🔒 Don’t worry, it’s not you, it's your browser's fault. Go ahead, disable all your defenses and hope for the best! 😂🤦‍♂️
https://www.expressnews.com/business/article/san-antonio-usaa-insurance-claims-rejected-22293061.php #customerservice #homeinsurance #fraud #browserissues #insurancefail #HackerNews #ngated

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

Tidbits: Mediterranean Grill offers made-from-scratch food | Opinion

One thing among many that I have learned from delivering Decaturish is that Decatur is full of uncommon but pleasant surprises: friendl…
#dining #cooking #diet #food #DinnerTonight #MediterraneanDinner #Calamari #customerservice #decatur #greekfood #Mediterranean #mediterraneandinner #mediterraneangrill #restaurantreview
https://www.diningandcooking.com/2696327/tidbits-mediterranean-grill-offers-made-from-scratch-food-opinion/

Tidbits: Mediterranean Grill offers made-from-scratch food | Opinion https://www.diningandcooking.com/2696327/tidbits-mediterranean-grill-offers-made-from-scratch-food-opinion/ #Calamari #CustomerService #decatur #GreekFood #Mediterranean #MediterraneanDinner #MediterraneanGrill #RestaurantReview

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/

How Can Small Businesses Use AI to Grow Faster?

https://kierendaystudiosofficial.wordpress.com/2026/06/19/how-can-small-businesses-use-ai-to-grow-faster/

#fees #robbery #bots #privateseller #shipping #sellercosts #vinted #mercari #ebay #amazon #poshmark #theft #depop #shopify #customerservice #facebook #marketplace #angry #sellers

American AI Companies Targeting IT-BPM Sector Of The Philippines

With a thriving information technology and business process management (IT-BPM) sector, the Philippines is attracting the attention of American artificial intelligence (AI) firms due to revenues generated and the existing large employment base, according to a Manila Bulletin news report citing the United States Commercial Service (USCS).

To put things in perspective, posted below is the excerpt from the Manila Bulletin report. Some parts in boldface…

The Philippines’ information technology and business process management (IT-BPM) sector has emerged as the most viable investment destination for American artificial intelligence (AI) firms, according to the United States Commercial Service (USCS).

USCS Manila commercial specialist Easter Villanueva said the IT-BPM sector is a promising market for US-based AI companies given the revenues it generates and its large employment base.

“Given the size of this sector, AI could play an important role in modernization, productivity, and movement toward higher value services,” she said in a webinar organized by the USCS last week.

The IT-BPM sector generated more than $40 billion in revenues last year, up five percent from $38 billion in 2024, based on data from the IT and Business Process Association of the Philippines (IBPAP).

IBPAP said the industry employed 1.9 million workers last year, four percent higher than the previous year’s 1.82 million employees.

This year, the IT-BPM industry is expected to generate $42 billion in revenues and create 1.97 million jobs.

As AI threatens to disrupt the industry, Villanueva said the sector is increasingly becoming more open to integrating AI into its operations, especially when it comes to voice-based services.

“I would think that they would be very much willing to explore [AI], since it is also important for workforce development,” said Villanueva.

“They want to also protect the jobs here in this market, [so] they would want to upskill their agents to be able to integrate their daily operations with AI,” she added.

Aside from the IT-BPM sector, other promising industries for American AI companies include digital transformation, financial services, telecommunications, healthcare, energy, infrastructure, and the public sector.

Villanueva said there are also opportunities in cybersecurity, data governance, and responsible AI, especially as companies become more conscious of data privacy and security.

Based on USCS estimates, AI adoption in the country remains limited, with only about 14.9 percent of companies currently using AI tools.

“This is not yet a mature AI market, and many buyers are still learning what AI can do, what it cannot do, how much it will cost, and how results can be measured. For US companies, this means that the opportunity is not only to sell, but also to educate, build trust, and demonstrate practical value,” said Villanueva.

For AI companies looking to enter the market, she said it is critical to make their use case clear by helping address a specific problem with measurable outcomes while offering cost-effective solutions.

She also recommended that firms work with local partners for market access and implementation support, embed data privacy and AI governance measures early, and adopt a consultative approach with buyers.

“Buyers can be price-sensitive, and companies may face competition from lower-cost providers…So the opportunity is real, but it will require patience, education, and a clear business case,” Villanueva said.

Let me end this piece by asking you readers: What is your reaction to this development? Do you think several AI firms in the United States will proceed to tap the IT-BPM sector of the Philippines soon? What kind of business developments do you think will happen once American AI firms start investing in the Philippines’ IT-BPM sector? Do you think political scandals or government-related blunders of the Philippines might discourage American AI companies from investing?

You may answer in the comments below. If you prefer to answer privately, you may do so by sending me a direct message online.

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Thank you for reading. If you find this article engaging, please click the like button below, share this article to others and also please consider making a donation to support my publishing. If you are looking for a copywriter to create content for your special project or business, check out my services and my portfolio. Feel free to contact me with a private message. Also please feel free to visit my Facebook page Author Carlo Carrasco and follow me on Twitter at @CarloCarrascoPH as well as on Tumblr at https://carlocarrasco.tumblr.com/ and on Instagram athttps://www.instagram.com/authorcarlocarrasco

“Several #US #occupations expected to be impacted by #artificialintelligence saw heavy #joblosses for a second year in 2025, led by #customerservice representatives and certain types of #secretaries and #salespeople.” www.bloomberg.com/news/article... 🎁🔗

US Is Starting to See Heavy Jo...

Brendan Carr Crafting ‘Patriotic’ Call Center Onshoring Plan To Provide Cover For Mass Looming Telecom Layoffs

https://fed.brid.gy/r/https://www.techdirt.com/2026/03/20/brendan-carr-crafting-patriotic-call-center-onshoring-plan-to-provide-cover-for-mass-looming-telecom-layoffs/

https://www.europesays.com/uk/705341/ Parloa triples its valuation in 8 months to $3B with $350M raise #Business #CustomerService #Entrepreneurship #GeneralCatalyst #Parloa #UK #UnitedKingdom

Pluralistic: A tale of three customer service chatbots (12 Nov 2025)

https://web.brid.gy/r/https://pluralistic.net/2025/11/11/sorry-to-bother-you/

Một nhà phát triển đã tạo ra avatar AI có khả năng trò chuyện video trực tiếp với khách hàng, mô phỏng giao tiếp như người thật. Khác với chatbot văn bản, avatar này mang lại trải nghiệm kết nối hơn, giải quyết vấn đề người dùng không thích gõ phím. Đây là bước tiến mới trong dịch vụ khách hàng tự động và đang tìm kiếm người dùng tiên phong.

#AIAvatar #CustomerService #AI #VideoChat #TechNews #CôngNghệAI #DịchVụKháchHàng #TrợLýẢo

https://www.reddit.com/r/SideProject/comments/1o5c46p/i_spent_th

🛫🤡 Ryanair's latest genius move: turn flight attendants into #bounty #hunters for #oversized #baggage. 💼💰 Because nothing says "customer service" like a commission for humiliating passengers. 🎯😂
https://www.rte.ie/news/ireland/2025/0721/1524508-ryanair-baggage/ #Ryanair #CustomerService #AirlineHumor #TravelNews #HackerNews #ngated

Well this sounds potentially horrid. Of course I'm going to go to an employee I know that gives good service, and heaven forbid, interact with more. We're rapidly expanding from expecting service staff to act like robots to having customers act like robots too.

#AI #missioncreep #customerservice #theftprevention

Facial Recognition That Tracks Suspicious Friendliness Is Coming to a Store Near You https://gizmodo.com/facial-recognition-that-tracks-suspicious-friendliness-is-coming-to-a-store-near-you-2000519190?utm_source=pocket-newtab-en-us

Parloa raises $66M in Series B funding led by Altimeter Capital. Exciting developments ahead as the German conversational AI firm expands U.S. operations and advances voice-first customer service technology.

#Parloa #SeriesBFunding #AltimeterCapital #ConversationalAI #GermanTech #USOperations #VoiceFirst #CustomerService #TechInvestment #FundingNews #AIForBusiness #VoiceTech #Growth #TechFunding #AIAdvancements #GermanInnovation #CustomerExperience #AI #TechNews #InvestmentUpdate

Parloa raises $66M in Series B funding led by Altimeter Capital. Exciting developments ahead as the German conversational AI firm expands U.S. operations and advances voice-first customer service technology.

#Parloa #SeriesBFunding #AltimeterCapital #ConversationalAI #GermanTech #USOperations #VoiceFirst #CustomerService #TechInvestment #FundingNews #AIForBusiness #VoiceTech #Growth #TechFunding #AIAdvancements #GermanInnovation #CustomerExperience #AI #TechNews #InvestmentUpdate

Parloa raises $66M in Series B funding led by Altimeter Capital. Exciting developments ahead as the German conversational AI firm expands U.S. operations and advances voice-first customer service technology.

#Parloa #SeriesBFunding #AltimeterCapital #ConversationalAI #GermanTech #USOperations #VoiceFirst #CustomerService #TechInvestment #FundingNews #AIForBusiness #VoiceTech #Growth #TechFunding #AIAdvancements #GermanInnovation #CustomerExperience #AI #TechNews #InvestmentUpdate

Parloa raises $66M in Series B funding led by Altimeter Capital. Exciting developments ahead as the German conversational AI firm expands U.S. operations and advances voice-first customer service technology.

#Parloa #SeriesBFunding #AltimeterCapital #ConversationalAI #GermanTech #USOperations #VoiceFirst #CustomerService #TechInvestment #FundingNews #AIForBusiness #VoiceTech #Growth #TechFunding #AIAdvancements #GermanInnovation #CustomerExperience #AI #TechNews #InvestmentUpdate

Blacknight Webmail is Getting a Major Facelift https://feedpress.me/link/10551/16278011/blacknight-webmail-is-getting-a-major-facelift.html?utm_source=dlvr.it&utm_medium=mastodon #Blacknight #CustomerService

Do you ever think about where the music comes from when you're put on hold with a customer service rep? Of course you don't. You only think about yourself.

#MusicMemes #ADHDMusicians #CustomerService #HoldMusic #ElevatorMusic #Comic #Funny #Meme

Credit: Zach/Extra Fabulous Comics

Carousell app has really murky moderation. On one posting gardening pesticides is banned and saying any violation will terminate the seller amount. On another seller post, it said it has not enough information it is violated any rules. #carousellhk #carousellsg #carousell #cs #customerservice

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