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In what shouldn't be a surprising revelation, the G&M notes that call wait periods are different -- here, in the case of financial institutions -- based on the caller's profitability (value) to the callee organization. Story: Hold on while we take a more important call; and the snip:
what many customers don't know is that, depending on the size or profitability of their account, they could be placed at the front of the queue by special software that matches an organization's preferred clients with customer service agents trained specifically to deal with their needs.Anyone with Air Canada "status" knows this: you get a toll-free number where the agent answers more quickly and does more for you -- or tries, FWIW.
The fact of the matter is that all sorts of things happen in the background that slot "consumers" or "customers" by their perceived value to the organization. To the purist, who would believe that we are all created equal, and should be treated equally, I'm sure it is a troubling revelation.
Posted by Grayson at July 26, 2004 07:33 AM