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Yes, this struck me as rather odd and unprofessional too. Do you really want to depend on a company where customer facing representatives can’t handle people b

by bborud 5mo ago

Yes, this struck me as rather odd and unprofessional too. Do you really want to depend on a company where customer facing representatives can’t handle people being upset? Especially when to company has just announced changes that limit what users can do with their products. The older I get the less I want to deal with companies that act like primadonnas and the technologies they make. This is also why I don’t do phone apps: your market access is 100% controlled by two companies that can wipe out your business overnight. Imagine having to work with these people professionally. With real money involved. While probably not as high risk as mobile development, their customer representatives seem like real primadonnas. You’ll be happier without these people in your life.

nubinetwork 5mo ago
> Yes, this struck me as rather odd and unprofessional too. Do you really want to depend on a company where customer facing representatives can’t handle people being upset Typical phone CSR boilover from covid days. Most places I call these days have a message saying that they will hang up on you if you act pissy.
- Aurornis 5mo ago
  > have a message saying that they will hang up on you if you act pissy. When I had some influence over customer support at a company once I set a similar expectation. We didn’t advertise it up front but if a customer was being abusive over support channels they could be cut off. Big morale boost for customer support. Abusive customers are rare but they can think it’s their job to attack, threaten, and be uncivil. Being stuck in a position where you’re forced to placate angry man-children sucks. It’s sad that there are so many comments here trying to attack the forum moderator for moderating the forum. This person had no hand in the decision making. No reason to treat them as an outlet for anger.
  - cindyllm 5mo ago
    [dead]
  - bborud 5mo ago
    Was the anger directed at the moderator?
  - account42 5mo ago
    If customer support employees don't want to deal with angry customers they should take a job whose purpose is not dealing with unhappy customers. If you as a company have too many angry customers the response should be to fix your product/service, not to find excuses to ignore those customers. All you're doing to forcing your customers to find other ways to fix their problems - either by finding someone higher paid than customer support and wasting their time instead or by going to a competitor and telling everyone to do the same.
Aurornis 5mo ago
> Yes, this struck me as rather odd and unprofessional too. Do you really want to depend on a company where customer facing representatives can’t handle people being upset? I’m actually fully in favor of empowering customer-facing representatives to put reasonable limits on responding to customer abuse. It should not be the job of a forum moderator to take abuse. Warning them about the rules of the forum and then enforcing the rules is forum management 101. It’s getting silly that people are attacking this person specifically for just doing their job.
- Dylan16807 5mo ago
  > I’m actually fully in favor of empowering customer-facing representatives to put reasonable limits on responding to customer abuse. That's not the question that was asked. Neither calling a company's actions disgraceful nor anything else in the posts that triggered that official reply were abusive to customer service.
  - Aurornis 5mo ago
    I actually support companies who empower their customer facing employees to enforce civility. It means the company cares more about their employees than sacrificing them in favor of maybe getting a few more sales from angry customers.
    - Dylan16807 5mo ago
      I disagree that enforcing civility means that, especially if mkru's comments are considered too uncivil.
    - dangus 5mo ago
      There were no uncivil comments in the whole thread. Also, corporations don’t have feelings. They aren’t people. They are legal structures. No comments made were directed at moderators or employees.
      - wormius 5mo ago

by bborud 5mo ago

nubinetwork 5mo ago

> Yes, this struck me as rather odd and unprofessional too. Do you really want to depend on a company where customer facing representatives can’t handle people being upset Typical phone CSR boilover from covid days. Most places I call these days have a message saying that they will hang up on you if you act pissy.

Aurornis 5mo ago
> have a message saying that they will hang up on you if you act pissy. When I had some influence over customer support at a company once I set a similar expectation. We didn’t advertise it up front but if a customer was being abusive over support channels they could be cut off. Big morale boost for customer support. Abusive customers are rare but they can think it’s their job to attack, threaten, and be uncivil. Being stuck in a position where you’re forced to placate angry man-children sucks. It’s sad that there are so many comments here trying to attack the forum moderator for moderating the forum. This person had no hand in the decision making. No reason to treat them as an outlet for anger.
- cindyllm 5mo ago
  [dead]
- bborud 5mo ago
  Was the anger directed at the moderator?
- account42 5mo ago
  If customer support employees don't want to deal with angry customers they should take a job whose purpose is not dealing with unhappy customers. If you as a company have too many angry customers the response should be to fix your product/service, not to find excuses to ignore those customers. All you're doing to forcing your customers to find other ways to fix their problems - either by finding someone higher paid than customer support and wasting their time instead or by going to a competitor and telling everyone to do the same.

Aurornis 5mo ago

> Yes, this struck me as rather odd and unprofessional too. Do you really want to depend on a company where customer facing representatives can’t handle people being upset? I’m actually fully in favor of empowering customer-facing representatives to put reasonable limits on responding to customer abuse. It should not be the job of a forum moderator to take abuse. Warning them about the rules of the forum and then enforcing the rules is forum management 101. It’s getting silly that people are attacking this person specifically for just doing their job.

Dylan16807 5mo ago
> I’m actually fully in favor of empowering customer-facing representatives to put reasonable limits on responding to customer abuse. That's not the question that was asked. Neither calling a company's actions disgraceful nor anything else in the posts that triggered that official reply were abusive to customer service.
- Aurornis 5mo ago
  I actually support companies who empower their customer facing employees to enforce civility. It means the company cares more about their employees than sacrificing them in favor of maybe getting a few more sales from angry customers.
  - Dylan16807 5mo ago
    I disagree that enforcing civility means that, especially if mkru's comments are considered too uncivil.
  - dangus 5mo ago
    There were no uncivil comments in the whole thread. Also, corporations don’t have feelings. They aren’t people. They are legal structures. No comments made were directed at moderators or employees.
    - wormius 5mo ago