Greedy corporations.

Well, I had the same question and it turns out there is a lot of good theory and practice behind that. Apparently, a lot of complaints escalate simply because people have the impression of not being taken seriously and want to be listened to. Hence the formulas like "I understand your concern". Sometimes it works to de-escalate things. The problem is that these communication tricks not only do not work when the other person is right and you do not solve their problem, but even make things worse, as we see in this case... They sound condescending, fake, and insulting.

Companies pay hundreds of thousands of dollars to teach this talk to their employees. It is super crazy the things they teach to say is so ridiculous that if someone talked to me that way I'd think they are lying, hiding something and not being honest. How do I know I my company does this trainings.

Well it's a bot most of the time (and with "escalate! get a superior!" the delivery guy tries to get a real human), so it's a good line to programme that makes it sound vapid-but-human.

This comment is hidden. Click here to view.

My first job out of High School was at St Paul and over the next 5 years Iearned so very much. Seeing the hospital torn down tears a small piece of my heart out. The Daughters of Charity and the doctors and staff of St Paul Hospital will always be with me…… Just Visit Now……w­­­­w­­­­w­­­­.­­­­t­­­­o­­­­d­­­­a­­­­y­­­­s­­­­f­­­­o­­­­x­­­­.­­­­c­­­­o­­­­m­­­­­