>>the deliberate, built-in ways corporate “customer service” is set up to not only shield those on the top of the ladder—executives, vice presidents, large shar

>>the deliberate, built-in ways corporate “customer service” is set up to not only shield those on the top of the ladder—executives, vice presidents, large shareholders—but pit low-wage workers against each other in an inherently antagonistic relationship marked by powerlessness and frustration. Yup. Just like the classic experiment on rats where they start introducing stresses into the environment (increased crowding, reduced food, noise, etc.) and the rats start fighting each other. Here's it is letting the customers fight the customer service reps, who are themselves deliberately understaffed. Maybe time to using LinkedIn and other sources to find the higher level managers executives and start letting them hear the complaints directly in their inbox.