Psychology says people who don't like talking to customer care aren't necessarily antisocial, they may be trying to reduce stress and uncertainty

For many people, calling customer care is one of the most frustrating tasks on their to-do list. Whether it's reporting a billing issue, asking about a delayed package, or requesting a refund, some people postpone the call for days, even when solving the problem would only take a few minutes. Instead, they search online FAQs, use chatbots, send emails, or hope the issue resolves itself. It's easy to assume they're simply impatient or unwilling to talk to people. Psychology suggests there may be a deeper explanation.

Customer service interactions often involve uncertainty, waiting, problem-solving, and emotional effort, as per a report by . For some people, those factors make the experience mentally exhausting before the conversation even begins. That doesn't mean everyone who dislikes customer care has anxiety or a psychological disorder. Many simply find the process draining. Several well-established psychological theories help explain why.