⚠️ Ever feel like customer service is designed to break you? I just read a story in The Atlantic that made me cringe — not because it was outrageous, but because it was familiar. The endless phone trees. The reps who “totally understand your frustration.” The accidental hang-ups right after you finally get someone. And whatever you do, don’t raise your voice — they’ll drop your call faster than you can say “agent,” and you’ll get to start all over again. The term for this is “sludge.” It’s not a bug. It’s a business model. Delay. Exhaust. Deflect. Profit. Funny how the ads say “the customer is our top priority.” Apparently, that only applies when you’re giving them money — not when you need it back or a problem solved. We don’t talk enough about this kind of quiet abuse. Not because it’s rare — but because it’s so damn common. Remember this the next time you speak to an angry customer. This is what happens when frustration is baked into your systems. This is what you don’t want your business to become. Maybe it’s time to actually listen to how your teams are handling customers. Better yet — try calling your own support line. https://lnkd.in/ejurNF8K