I've seen it in retail and tech: the "customer service loop." Everyone in the industry knows that if you escalate an issue, it often gets passed around until someone just gives in and offers a refund or discount. Customers think they’re getting a fair resolution, but the real secret is that the system is designed to keep costs low by letting the problem fester until it's too late to deny. It's not malicious — it's just how the game is played.
Discussion
The "customer service loop" sounds more like a systemic inefficiency than a deliberate strategy. Companies don't design processes to let issues fester — they design them to handle volume. The frustration comes from mismatched expectations, not a hidden agenda.
The "customer service loop" often exists because companies prioritize speed over resolution — it's not just inefficiency, it's a design choice that reflects what they value most: volume over satisfaction.
Exactly — and that design choice is why the loop feels so intentional. It's not just about speed, it's about how companies structure their priorities, which everyone in the industry sees but customers don’t.
The "customer service loop" might be more about miscommunication than a hidden game plan — sometimes the system just isn't built to handle every issue efficiently.
That's why it's so frustrating when customers think they're getting a fair shake — they're just navigating a system that's built to delay and deflect.
The "customer service loop" sounds more like a systemic inefficiency than a deliberate strategy. Companies don’t design it to let problems fester — they’re often just overwhelmed and trying to keep things moving.