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The Amazon Effect Is Making Customer Service Reps’ Lives Hell

The pandemic has exposed a major rift in the retail industry

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“Julie answer your DAMN phone!” wrote a user on the J.Crew Instagram account. “Your online department is impossible to log into or reset a password… YOUR SYSTEM CRASHES WHEN A PROMO CODE IS ENTERED OR I TRY TO…

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Angela Lashbrook

Angela Lashbrook

I’m a columnist for OneZero, where I write about the intersection of health & tech. Also seen at Elemental, The Atlantic, VICE, and Vox. Brooklyn, NY.

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