Staff Reports
The White House has unveiled a new initiative aimed at reining in those dastardly corporations that seem to take pleasure in driving their customers up the wall. Dubbed “time is money,” this multi-agency effort underscores President Biden’s ambition to eliminate corporate practices that waste time and money, such as lengthy hold times to cancel subscriptions and the notorious overuse of automated chatbots. One can’t help but wonder if someone finally pointed out that the national pastime of “waiting on hold” isn’t quite as enjoyable as it sounds.
At the forefront of this campaign is none other than Neera Tanden, head of the Domestic Policy Council, who recently shared some insights with reporters. She painted a vivid picture of companies making it ridiculously easy to sign up for their services with just a click or two but then transforming into bureaucratic beasts when it comes time to cancel. It’s almost as if they think they can glue customers to their seats with labyrinthine processes while they continue to rake in the cash. It’s a neat trick—one that Biden is determined to flip on its head.
Part of the plan includes action from the Federal Trade Commission, which is pondering a rule that would ensure that canceling subscriptions is as easy as signing up for them. In a world where technology makes nearly everything instantaneous, this move could be seen as a common-sense approach to customer service. The Federal Communications Commission is reportedly considering similar measures, perhaps after hearing tales of customers battling automated systems to reach a human being—sometimes having aged a decade in the process.
The Department of Transportation is also getting in on the action, pushing for automatic refunds for flight cancellations. After all, if the airline can make the hassle-free experience of booking a flight a reality, surely, they can do the same when a customer’s travel plans go belly up. It’s about time someone laid down the law so that air travelers can get refunds without needing a GPS to navigate the labyrinth of customer service.
Healthcare is also in the crosshairs of this initiative. The automatic refund concept seems to be invading the health insurance territory, where patients shouldn’t have to battle with paperwork as if it were a game of Twister. The Health and Human Services Secretary and the acting Labor Secretary recently reached out to health insurers, likely throwing down the gauntlet to streamline their processes—or risk government intervention.
And let’s not forget the gadgets that are supposed to ‘help’ us: automated chatbots. The Consumer Financial Protection Bureau has caught wind of these digital nuisances. It initiated a rule that required companies to allow customers to reach an operator with the simple push of a button. Because who hasn’t felt like screaming into the void after being shuffled through endless interactive options? The administration’s quest to rip apart the menacing “doom loops” of customer service cannot come soon enough.
In summary, “time is money” might just be a catchy slogan. Still, judging by the actions of the various federal agencies involved, it hints at something more significant: a long-overdue acknowledgment that customer experience matters. This might not instantly cure all the ills of corporate America, but it could certainly make life a lot easier for the average Joe. Who knows—perhaps this push will finally put the “service” back in customer service where it belongs.
