Martin Brampton's column on Silicon.com raises a number of issues, but his basic thesis, that poor customer service is caused by an almost total disconnect between the people to whom you complain and the people who actually do the stuff you complain about, seems sound.
On a related subject, under the title "Airline cost-cutting gone mad" Stephen McDowell of Interactive Investor asks how much cheaper airlines can get now that they are asking the passengers to clean the planes before they disembark.
Neither Brampton nor McDowell ask why this situation has arisen. It's my belief that it is the result of the constant drive towards lower price as almost the only market differentiator. Coupled with the general dumbing down in society which has resulted in fewer people being able to discriminate between articles or services of varying qualities, it has led to a situation where 'just good enough' is all that is available. I also think that there has been confusion between the pursuit of high quality and elitism, and once again the casualty has been quality.
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