121–130 of 212 posts
The old adage: 'The customer is always right' which means a business should always have the best interests of customers at heart and always assume good faith, has turned on its head. Now customers have weaponized that old adage and presume an air of ugly hubris and are mean spirited because hey, 'The customer is always right'. Eh no, sometimes the customer is an asshole.
Related: 2% of people respond to oxytocin differently and are just "bastards" no matter what. https://www.hugthemonkey.com/2007/03/paul_zak_oxytoc.html
I handle 100% of my indie app's email and telephone (yes, telephone!) support. My app is designing/printing labels. Printers in general, and label printers specifically are awful and inconsiderate robots, unable to perform the simplest printing job when you need it most. Sure, 2-5% of my users are nasty/mean, but let me tell you a little secret: They are immensely frustrated with their life situation and they know ho…
Related: 2% of people respond to oxytocin differently and are just "bastards" no matter what. https://www.hugthemonkey.com/2007/03/paul_zak_oxytoc.html
A very interesting hypothesis! I chose to submit this, hope you don't mind too much :) https://news.ycombinator.com/item?id=34201142
While I’m sure this is a real problem, I’ve been on the other side of this equation where you’ve tried your level best to get a problem resolved, and not only haven’t had it resolved, but have been repeatedly screwed even more. For example, many years ago, I signed up for a landline phone (when that’s all there was), and signed up for a particular special service that Ameritech was offering that would allow me to hav…
None of the examples given in the article make me think it would consider screaming at a representative of a company that’s wrongfully cost you thousands of dollars after you’ve spent months trying to rectify it as part of the “5%”. That’s totally reasonable, even if it want directly the representative’s fault. Screaming at a service worker because of a hair in your food isn’t—that’s psychotic.
Had they filed official complaints? Gone to any regulator? Had the issue escalated?
Earlier quoted context omitted.
None of the examples given in the article make me think it would consider screaming at a representative of a company that’s wrongfully cost you thousands of dollars after you’ve spent months trying to rectify it as part of the “5%”. That’s totally reasonable, even if it want directly the representative’s fault. Screaming at a service worker because of a hair in your food isn’t—that’s psychotic.
No, screaming at a worker whose job is to answer the phones is not reasonable. It shouldn't have cost them anything either - you shouldn't be paying incorrect bills. Had they filed official complaints? Gone to any regulator? Had the issue escalated?
She asked if he would put her down as being irate, and he agreed. Her newspaper delivery resumed.
So yes there are other ways :)
I handle 100% of my indie app's email and telephone (yes, telephone!) support. My app is designing/printing labels. Printers in general, and label printers specifically are awful and inconsiderate robots, unable to perform the simplest printing job when you need it most. Sure, 2-5% of my users are nasty/mean, but let me tell you a little secret: They are immensely frustrated with their life situation and they know ho…
I did tech support for a few years and probably answered 100k calls or so. I would estimate that less than 1% of people were unreasonable. 2-3% were mean people. 80% were kind. It's a hard job and you have to focus on the good.
I handle 100% of my indie app's email and telephone (yes, telephone!) support. My app is designing/printing labels. Printers in general, and label printers specifically are awful and inconsiderate robots, unable to perform the simplest printing job when you need it most. Sure, 2-5% of my users are nasty/mean, but let me tell you a little secret: They are immensely frustrated with their life situation and they know ho…
A lot of people contact support half-expecting that they'll get fucked around, and you see a complete 180 in their tone as soon as you offer a decent solution to their problem.
Of course, there are still those people who just want an excuse to be a cunt (maybe 1% or less, from my experience). I don't push them too hard to reach a solution, and just graciously accept the money they've paid me as an admission fee for what they actually wanted - an excuse to feel righteous when they smear shit on the walls.
Earlier quoted context omitted.
None of the examples given in the article make me think it would consider screaming at a representative of a company that’s wrongfully cost you thousands of dollars after you’ve spent months trying to rectify it as part of the “5%”. That’s totally reasonable, even if it want directly the representative’s fault. Screaming at a service worker because of a hair in your food isn’t—that’s psychotic.
No, screaming at a worker whose job is to answer the phones is not reasonable. It shouldn't have cost them anything either - you shouldn't be paying incorrect bills. Had they filed official complaints? Gone to any regulator? Had the issue escalated?
Otherwise, I agree with you. I'm trying to say it's psychotic for your _primary_ reaction to be rage.