This is interesting. I suppose also which position they hold matters. If a chat-based customer service agent was rude to me I would consider this a reflection o

This is interesting. I suppose also which position they hold matters. If a chat-based customer service agent was rude to me I would consider this a reflection of company behavior -- but I reached out to someone who is supposed to actually be an active representative of the entity (customer service/technical support). But the person who turns around an iPad for me to swipe my card may not fit as a "representative of the entity".