Anonymity, whether it’s online or on the phone, does something to a person. Somehow, people think they can insult others and treat them horribly if the other person doesn’t know their identity. The trend of treating customer support staff horribly peaked during the pandemic. The Institute of Customer Service reports that 56% of customer service workers say they faced abuse from their customers. Another study revealed that 74% of customer support staff were at risk of breakdown and exhaustion.
A horrifying story about customer service agent abuse comes from this person. Recently, they shared a story about how a woman would randomly call the staff and insult them about their mental health. What’s worse, it turns out she was a therapist. Unable to comprehend the cruelty, the person decided to turn the tables on her and show her she wasn’t as anonymous as she might’ve thought.
