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A comment on Onedrive is slow on Linux but fast with a “Windows” user-agent (2016). Parent comment

Re:Onedrive is slow on Linux but fast with a “Windows” user-... by krylon on Wednesday March 22, 2017 @03:15PM (#13933824)
But that is exactly what the GP said. You want somebody to care about you and your problem and to make an effort to solve it.
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Re:Onedrive is slow on Linux but fast with a “Windows” user-... by cptskippy on Wednesday March 22, 2017 @03:47PM (#13934155)
He said "the most important aspect of communication with a customer is empathy".

I disagree. When I call support I'm not looking to commiserate or share my misfortune. I'm looking for acknowledgement of and resolution to a problem.

This view that empathy is what's important is the reason why hold messages say "your call is important to us" and why all customer support feigns empathy to my emotional plight when I call them about anything.

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Re:Onedrive is slow on Linux but fast with a “Windows” user-... by krylon on Thursday March 23, 2017 @08:50AM (#13939266)
Empathy, in this context, means to me that I care about the problem of the person I am supposed to help, which increases my motivation to actually help them.

Saying I care and actually caring are not the same. When I call a hotline with a problem and am stuck in a loop telling me how important my call is to them, it tells me they don't care at all.

At least that how I understand the comment, and since I also wear a helpdesk-monkey-hat at work, it is how I try to deal with our users.

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