[shaggyfrog]

This kind of conversation happens all the time with "support" accounts on Twitter. I tweeted the @ParallelsCares account for help and ended up in or around the third circle of hell [1] trying to get a simple answer to a simple question [2].

I think customer conditioning, as you suggest, is part of the solution. Training also needs to include learning how to thoughtfully write a response, which would then show empathy. Instead what we have are a lot of Twitter support accounts whose names end with "Cares" run by a lot of people who don't.

[1] https://twitter.com/#!/shaggyfrog/status/100974626112421888 [2] https://twitter.com/#!/shaggyfrog/status/100727705112285184