Rebecca Hartman-Baker

Pun of the day: My roof is pretty good -- it's not my very favorite, but it's up there

@iris@neuromatch.social is there any chance that at least some aspect of this is cultural? Asking because (as my son says) I basically run tech support for nerds, and I have to train my international staff (especially, in my experience, Germans) to do just what you're saying (acknowledge the customer's feelings of frustration).