Another way is: Google is good at things it wants to be good at and, as most corporations, it wants to be good at making money.
I can't speak to Google Fiber but if you were running AdSense (a self-serve ad buying and publishing operation at a massive scale), you would also be "bad" at customer service or you would loose all your money trying to help not-so-bright people that can't be helped or engaging in good faith with very bright people who want to defraud you and will use every trick their smart brains come up with to con you.
You have to understand that the bottom worst 0.1% of AdSense would-be customers is still a massive number of people in absolute sense. They want help just as much as a savvy digital marketer running ad campaigns for McDonalds but will cost you more in support than they will ever spend on AdSense. And if you're dropping McDonald's budget on AdSense, you get assigned account rep.
Google's customer service for AdSense is exactly the kind of service that is needed to make money in that business.
A taxi service will require a different kind of customer support and Google will excel at it, just as they excel at so many disparate things like writing search engine that can search unimaginable amount of data in millisecond, designing and building their own data centers, laying their own fiber or running a cafeteria that serves excellent food to their employees.
Another way is: Google is good at things it wants to be good at and, as most corporations, it wants to be good at making money.
I can't speak to Google Fiber but if you were running AdSense (a self-serve ad buying and publishing operation at a massive scale), you would also be "bad" at customer service or you would loose all your money trying to help not-so-bright people that can't be helped or engaging in good faith with very bright people who want to defraud you and will use every trick their smart brains come up with to con you.
You have to understand that the bottom worst 0.1% of AdSense would-be customers is still a massive number of people in absolute sense. They want help just as much as a savvy digital marketer running ad campaigns for McDonalds but will cost you more in support than they will ever spend on AdSense. And if you're dropping McDonald's budget on AdSense, you get assigned account rep.
Google's customer service for AdSense is exactly the kind of service that is needed to make money in that business.
A taxi service will require a different kind of customer support and Google will excel at it, just as they excel at so many disparate things like writing search engine that can search unimaginable amount of data in millisecond, designing and building their own data centers, laying their own fiber or running a cafeteria that serves excellent food to their employees.