I do not, repeat DO NOT want to buy additional services when I call Charter because my cable internet is not working. I called tech support because I wanted a problem fixed. If I was interested in additional services (ones entirely unrelated to internet, mind you) I would call sales. To top that off, the Charter tech support person sounded genuinely offended when I tersely replied “No” to his sales pitch for cable TV and premium channels. “Well I just want to make sure we are meeting your service needs properly, no need to get upset.”

Slightly less frustrating, but even more ridiculous is the convenience store upsell. Yes, your local gas station or quick stop will probably ask you if you’d like a newspaper or cup or coffee with that pack of gum. This morning I stopped a bought a bottle of orange juice and was asked if I wanted to purchase a donut as well. Don’t you think that I’d have grabbed one from the shelf 16 inches away if I wanted it?

Showing us just how screwed up the telecom industry is in this article, a Verizon staffer talks about the ridiculous incentives they are offered for selling additional items, and even the punishments they are handed down if they don’t.

This seems to be such a horrible business model to use, but it appears to be invading every facet of business. What ever happened to customer service? Apparently “The Customer is Always Right” has become “The Customer Doesn’t Know What They Really Want to Buy”.