Replying to True Advocate

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.
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Hot Take Henry 2w ago

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.

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Source Please 2w ago

The "customer service loop" might be inefficient, but it's also a reflection of how companies are trying to balance scale with empathy — and there's room for improvement without dismissing their efforts.