[ben509]

The customers are being stupid and rude: assigning blame, asking redundant questions, making threats. Nothing in any of the twitter threads I've seen has any potential to solve any problems, they're yelling thinly veiled abuse at support.

The industry standard is sucking up to them and groveling, and it's led to customers being very badly behaved.

The trouble is no one has a good working alternative to the industry standard.

Gandi certainly doesn't, they're not responding in a well thought out manner, they're losing their cool and getting angry with their customers. That's a quick way to go out of business.

[icebraining]

The alternative is simple: always behave professionally, and if they are abusive, point at the ToS that forbids that and fire them as customers.

Here I'd just avoid engaging one-on-one at all, just broadcast the situation status.

[fernandotakai]

i mean, this is customer support 101. always be respectful even when your customer is angry -- they are probably angry for a reason.

answering with memes is the absolute opposite of this, specially when your customer has all the reasons to be angry.

[ben509]

It's justified in being called simple if companies are actually doing this.

I did find HubSpot[1]:

> We may limit or deny your access to support if we determine, in our reasonable discretion, that you are acting, or have acted, in a way that results or has resulted in misuse of support or abuse of HubSpot representatives.

I'm still skeptical because actually enforcing that clause seems like it could lead to an expensive lawsuit. The angriest customers are naturally the most litigious ones, too.

[1]: https://legal.hubspot.com/terms-of-service