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> It's almost like there's something cultural happening in America that's making everyone assume the worst when interacting with people they don't know... I th
by shkkmo 5y ago
> It's almost like there's something cultural happening in America that's making everyone assume the worst when interacting with people they don't know...
I think part of the direct issue with support is that people are very used to dealing with extremely poor support from a wide range of large companies and are primed for having their issues dismissed or being forced through largely irrelevant support scripts.
That's why as soon as they realize that isn't what is happening, their attitude suddenly gets a lot better.
- reidjs 5y agoMany companies unintentionally incentivize that behavior because the more angry you sound the more likely you are to get bumped to a higher tier support agent.
- HomeDeLaPot 5y agoIt's the culture of "the customer is always right" and "the squealy wheel gets the grease". When acting entitled gets things done, and when management rewards that behavior from customers instead of shutting it down, it's not surprising that more people start doing it. I think this is a pretty pervasive attitude in our individualistic, quasi-meritocratic American society: we expect things to work right, we get frustrated when they don't, and we get doubly frustrated when the support line doesn't seem to be working either. Then, often, we seek compensation instead of being grateful.