One thing that has really surprised me is how little you can tell about a customer based on their initial email. When I get an angry or rude email, about 95% of

One thing that has really surprised me is how little you can tell about a customer based on their initial email. When I get an angry or rude email, about 95% of the time they will turn into a polite human being once I respond calmly with help for their problem. A lot of people just do not expect to be able make contact with an actual human or to get any useful help, and are angry from the get go because of this. The article mentions "disrespectful & abrupt" emails. For me this extends this to include "angry and hateful." It is truly amazing the 180 people can do once they are talking to a person instead of an anonymous customer support address.