this post was submitted on 12 Jul 2023
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Part of the reason it’s demoralizing is that most of the time the poor support people don’t actually have the power to fix the problem that the person on the other end of the line is having. In many cases they’re punished for letting someone cancel service which is why you keep getting passed around until someone takes pity on you and accepts the hit to their metrics. I know sometimes people suck but I think we mostly suck when the systems we operate in make it impossible to lean into our humanity.