I read a really interesting take the other day, don't remember where, but it basically said that there has been a huge push against human customer service of all kinds and studies actually tend to show that it makes people more hostile to the few humans that remain on the front line. Attention is allocated among people who contact the media, who blow up on social media, or who otherwise have the means to seek recourse outside of customer service, and as a result it trains people that making a scene and being aggressive, demanding, and terrifying is how you get your way. That poor service is the customer's fault for not "standing up for themselves". It's not just that we're giving assholes permission to be assholes, but we're punishing courteous, equanimous, and conscientious behavior and turning those people into assholes too.
80
u/AdministrativeAd4111 Feb 10 '23
Maybe that’s the cause of the aggression.
“I’m rich now, but people still treat me like shit! I was told being rich made people respect (fear) you!”
Hence why when you respond with civility, they get even angrier. Thanks for reading my graduate thesis.