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This week we saw a hellish customer service call with a certain leading cable provider go viral.
And while many sympathized with the customer and hated the customer service representative, the dynamics of the call are not so black and white. As John Hermann points out in the Awl, "The pain is mutual. The customer service rep is trapped in an impossible position, in which any cancellation, even one he can't control, will reflect poorly on his performance."
So it's worth turning our attention toward the culture at the telecom giant to ask: where is this aggressive customer service model trickling down from?
Andy is a graphics editor and cartoonist at Fusion.