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Yeah, in my experience they're underpaid and cop abuse all day. There's a lot of tears, sick days, and anxiety in customer support, all of it young, much of it abusing substances to get through the day.
The kids aren't paid anywhere near enough to deal with your attitude, nor should they be expected to. They aren't the business; they're the poor sods that have to work for them.
So? I know it sounds harsh but that's not my fault- it's their employer's. The only way I have to interact with these companies is through their front line staff so I am not going to back down and accept shitty conditions just because these guys are also victims. I have started to view them as conscripts on the opposing side of a war, who have done nothing wrong to me in particular but have been pitted against me by forces beyond either of our control. "Oh we shouldn't shoot the German soldiers because they're draftees just like us and it's really Hitler we're mad at." Well guess what? Those guys are between us and Hitler qnd they're following his orders to shoot at us so unfortunately they are our enemies too regardless of their own personal culpability. What do you think we're supposed to do when dealing with customer service? Just give up and drive an unsafe car? In my case, I have to spend at least 20 hours a year on the phone with CVS customer for the privilege of getting my medication that allows me to walk, should I just give up and say "Oh bother! This customer service rep is so nice and even though they hung up on me when I was trying to get my vital medication, it's not really their fault!" Fuck that. If they want to be mad, let them be mad at their bosses. I am not going to stop fighting for my rights through the only means given to me just because these fuckers are using human shields to hide behind.
Yeah speaking as a former customer service rep, it’s a fucking AWFUL job and unless you show proficiency in some other business area and catch someone’s a attention, you basically have no real opportunities except to take the ever increasing abuse and restrictions.
Yup. I've worked for a good company that did tech support, and if anyone was abusive, we immediately put them on hold and transferred them to a manager. Later, that person's boss got a call from the manager about how their employee treated our employee. This rarely happened, fortunately. Most of our clients liked us, and most of us liked them.
And still to this day, when I need to call support, even if I'm pissed off, I don't take it out on them. I just let them know I'm frustrated, and almost every time, they get me what I need.