is really just the "customer service desk" at a Big Box Store, and the people behind that counter with fancy titles aren't in charge of anything. They are low paid employees of the corporations, paid to be a human face of the system (or as close to human as you'll ever see). Their job, since they don't make actual decisions, is just to listen to the complaints of dissatisfied customers and act like the system they work for gives a shit about complaints. Dissatisfied customers come up to the desk with a complaint and a defective item to return. The customer service flack catcher pretends to listen to their angry rants, takes the defective product back from them, disappears through a doorway and reappears with the same junk product, but freshly shrinkwrapped and made to look like new. They read from a script and say the magic words to soothe the customers' anger - Big Box USA cares about earning your business and wants you to be happy, You want change, you got change. At Big Box USA you are the Boss! The customer feels a sudden giddy flush of empowerment power at being able to get action so quickly by airing out their discontent. They look down at the "new" product. There are new labels on the packaging to allay any suspicion. So the customer goes away smiling and happy in the belief that they'll finally be getting what they paid for. But they'll be back again with more complaints about the same defective merchandise that was never fixed or replaced. They never catch on it's the same thing, though, over and over.
Being privy to the cheating of the customers, the customer service person has to adopt a contemptuous attitude towards them, to live with themselves, while yet protecting their job by pretending to care. A deeply split mind is the only way to survive the job and move on. You bide your time until you can find something better on the outside in a related field, or you are invited to take a more back office position. Like a lot of stressful jobs that pay little, there is a lot of turn over.
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