Sundeep was almost immediately hostile to the support people. While DO clearly could do a better job communicating to him, he's not helping himself with his att

Sundeep was almost immediately hostile to the support people. While DO clearly could do a better job communicating to him, he's not helping himself with his attitude. Support folks often do not have the privilege to go off-script and make a positive difference for a customer, but they can always stick closely to the script and "regret any inconvenience" while being unhelpful, which is what I see here.