alt Hacker News> Yes, this struck me as rather odd and unprofessional too. Do you really want to depend on a company where customer facing representatives can’t handle people being upset?
I’m actually fully in favor of empowering customer-facing representatives to put reasonable limits on responding to customer abuse.
It should not be the job of a forum moderator to take abuse. Warning them about the rules of the forum and then enforcing the rules is forum management 101. It’s getting silly that people are attacking this person specifically for just doing their job.
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When a company screws over entire segments of their customers people get angry. And they don’t get less angry when their frustration is belittled by someone how essentially says “your dissatisfaction means less to us than the words you choose to describe it”.
_Professionals_ de-escalate. This was not that.
> I’m actually fully in favor of empowering customer-facing representatives to put reasonable limits on responding to customer abuse.
That's not the question that was asked.
Neither calling a company's actions disgraceful nor anything else in the posts that triggered that official reply were abusive to customer service.