CHICAGO — When times are tough, we cut back. We cut everywhere we can. We cut where we should have cut before. We cut in places we shouldn’t cut for long-term viability, but the need for short-term cashflow forces us to do so.
When other businesses do the same thing, it’s easy to justify. Many large companies are cutting costs in customer service, and whether or not they could achieve better results for less money, we’ve been lulled into accepting poorer customer service.