Kinda agree, but then you have these large corporations that are putting more and more barriers between the customer and them, then making it out to be the customer’s fault the customer is frustrated. The CSR is then given broad discretion on what is considered “hostile” language.
I live in a region of the country where it is now seen as perfectly acceptable to deny service to someone because they aren’t “Christian” enough. I’ve had it happen to me when I brought in a car for hail damage, the place — recommended by my dealer from whom I have purchased four cars already, not a fifth; they screwed that pooch — held my car for two full weeks and it appeared there was no progress being made, even as they promised a one week turnaround. I gave them a choice of a schedule and was flexible with them on a lot of stuff.
In a moment of frustration, I said a few “damns’ and may have said “hell.” I get a call from the customer service manager and said the rep I spoke to was a “very Christian lady” and she was offended by my language… they would not be working on my car, please pick it up. Mind you, after holding it for two weeks — double the time they promised — and they hadn’t even begun working on it. I would have gladly brought it in when they did have time to work on it if they had told me upfront when… but they lied, they dodged me, they lied…. did I mention they lied.. and I was the one who was not Christian?
That has been six or so years and it has only gotten worse. More people are emboldened now to speak up and let you know what you are wearing — political message, whatever on your tshirt, what you say, whether or not you say please and thank you — is not Christian enough.
Nope. I think this trend of the customer is not always right is just another social engineering tool for business to provide shoddy service and products with impunity as well as reduce customer service by citing a “legit” reason to cut a call short. It really is about saving costs.
I’d love to be proven wrong. Somehow or other, I doubt I am.