[M T]

https://www.nytimes.com/2020/05/23/sunda...acing.html

From the article:

[part of a COVID tracer training course] recommends memorizing catchphrases to use during calls such as “I hear you” and “This is a difficult time.” That is, the kinds of canned responses that might send someone into a blind fury when calling tech support.

They have me pegged!  Be condescending or demonstrating you aren't listening by repeating platitudes and you're pushing my buttons.  The link above (to "Why Tech Support Is (Purposely) Unbearable")  is worthy too.   The most recent example for me is, in dealing with identity theft issues,  I set up an account to monitor my credit at one of the big 3 credit companies and the guy said "And now, for the secret so you can get back into your account if you forget your password, what is your mother's maiden name?"  I literally laughed out loud, and pointed out that info is generally trivial to get, and I'm here because someone's got a lot more than that.  "You'll have to do better than that."  I wonder if he felt a little embarrassed that it truly was a bad secret when identity theft is already present.  Maybe he was a bit flustered. So, he offered "What's your father's maiden name?"  (true story).  Sigh.

[M T]

https://www.nytimes.com/2020/05/23/sunda...acing.html

From the article:

[part of a COVID tracer training course] recommends memorizing catchphrases to use during calls such as “I hear you” and “This is a difficult time.” That is, the kinds of canned responses that might send someone into a blind fury when calling tech support.

They have me pegged!  Be condescending or demonstrating you aren't listening by repeating platitudes and you're pushing my buttons.  The link above (to "Why Tech Support Is (Purposely) Unbearable")  is worthy too.   The most recent example for me is, in dealing with identity theft issues,  I set up an account to monitor my credit at one of the big 3 credit companies and the guy said "And now, for the secret so you can get back into your account if you forget your password, what is your mother's maiden name?"  I literally laughed out loud, and pointed out that info is generally trivial to get, and I'm here because someone's got a lot more than that.  "You'll have to do better than that."  I wonder if he felt a little embarrassed that it truly was a bad secret when identity theft is already present.  Maybe he was a bit flustered. So, he offered "What's your father's maiden name?"  (true story).  Sigh.