CUSTOMER: I demand to know why you don’t have a real Customer Service Department, when you lead people to believe that you do on your website.
ALEX: It’s a new concept, called “Perceived Service.”
ALEX: “Perceived Service” is the latest thing in Corporate Management. Basically, it’s not as important to actually provide a service as long as everyone thinks you do. So, instead of devoting all our time and money into people who deal with unsatisfied customers, we pay one guy to make a really cool web site for substantially less money. Everyone wins.
CUSTOMER: The customer doesn’t.
ALEX: Well, OK, everyone important.