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My view is you're rarely dealing with individuals, it's company protocol and process you're really interacting with. The individuals you're talking too may or m

My view is you're rarely dealing with individuals, it's company protocol and process you're really interacting with. The individuals you're talking too may or may not sympathize, and the may or may not be able to do anything for you, but it's luck of the draw. I think a lot of companies have decided to set up systems that make sure your issues end up in the ether and it's incredibly infuriating. I've been on both ends of it. When I send an angry email to Verizon because the email they sent me is an obvious attempt at getting me to accidentally overpay my bill, I don't consider the individual on the receiving end, but that's only because, as someone who's been on the receiving end countless times, I've never taken it personally. I usually agree with the end user on some level but know there might not be much I can do. I also understand that companies can't stop the presses for every complaint that comes in, but I think many companies, especially really big ones, bank on many of the things that make their customers angry and would prefer just to ignore them (insurance industry being the worst example of this). Unfortunately, it works like gangbusters. You can be as nice or as mean to any individual at a big company, but you'll most likely give up before anything beneficial for you gets done.

ktRolster 10y ago
Companies often reward angry behavior by responding to the angry ones. It can actually be helpful on a help-line to pretend you are angry, which is a net negative for society.
- taneq 10y ago
  "Get angry" is a perfectly valid, and sometimes very useful, negotiating tactic. Note that this is different from actually getting angry - if you're emotionally compromised, as Spock would say, you're less likely to be able play smart - but if you act angry (as you say, 'angry behaviour') at the right point it can greatly amplify your ability to get things done.

ktRolster 10y ago

Companies often reward angry behavior by responding to the angry ones. It can actually be helpful on a help-line to pretend you are angry, which is a net negative for society.

taneq 10y ago
"Get angry" is a perfectly valid, and sometimes very useful, negotiating tactic. Note that this is different from actually getting angry - if you're emotionally compromised, as Spock would say, you're less likely to be able play smart - but if you act angry (as you say, 'angry behaviour') at the right point it can greatly amplify your ability to get things done.