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A comment on The Customer Service Reps for Disney and Airbnb Who Have to Pay to Talk to You. Parent comment

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by optimalsolver on Monday December 26, 2022 @12:27PM (#34139689)
>people who call get traumatized

Perhaps, but I think a greater cause of this is people feeling more free to be their "true self" to a voice on the phone, behaving in a way they never would if confronting someone face-to-face.

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Re:The Customer Service Reps for Disney and Airbnb Who Have ... by essentialfloss on Monday December 26, 2022 @02:13PM (#34140744)
I used to do business negotiations as an attorney. COVID shifted those negotiations to video chat/phone. People are much more entrenched, much less willing to compromise, and they generally act like even wider gaping assholes on those platforms than they do in person. Hence the "used to."
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