As someone else who works in customer service, thank you! I take pride in trying to make sure the customer is always properly helped, and done so in a kind and just manner.

I get that some people are jaded because of past experiences (and I really am not trying to understate that here), but treating the customer like shit because of it only perpetuates the cycle. The customer treats the support person badly, which causes said rep to treat more customers badly, etc. If no one takes charge to stop it, then the customer service industry will always be doomed to suffer - on both sides.

I'm just glad that my current job does let me actually help our customers workout having to worry about KPIs and other metrics (we have one metric, which is to reach 0.5% of something on all of our tickets - it's pretty forgiving). I left my last place because it was always about the numbers, and had no human element accounted for your performance.