Recently, I had to spend some time in the customer support channels for two very different organizations: Zappos.com and the Federal Student Loan Servicing Center. The difference between these two, while sadly unsurprising, was still dramatic.
TL;DR: The federal government has an aggressively unhelpful approach to customer service, with the startling combination of a website that doesn’t do what it claims, an automated phone tree that tends to drop your call after ten minutes on hold, and disinterested support agents. Unsurprisingly, Zappos is much better.
