Sometimes the cold hard facts are not what you want to hear. It’s certainly possible to show more empathy, but how exactly does that change the facts of the situation? When you boil things down, it’s extremely difficult to protect people from themselves.
I’m 67 years old and have spent a number of years in retail management, where we could show more empathy and help people by showing “random acts of kindness” or “surprise and delight.” Similar terms for basically the same type of service that may benefit the parties involved (customer, company and employee). But exactly how does one sugar coat the harsh reality of having an account closed? What words do we choose to educate, explain and at the same time show hope when there isn’t any? This is your opportunity to explain this to someone that has been dealing with very similar situations for 20+ years?
Apple Support Community is not Apple Support. We’re a community of Apple users, fans and enthusiasts. A few community members volunteer our time to try to educate and assist fellow Apple users. The volunteerism is open to anyone, so your passion and commitment is certainly welcome in the community. However, there is no way to practice concepts like “surprise and delight” or “random acts of kindness.” The cold, hard truth is all we have to offer. We’ve seen various posts that have the same message here many times and know the inevitable outcome.
So, yes, my words are sometimes harsh. Some people may even interpret them to be rude or nasty, as you have noted. If I’ve offended you, or anyone else in this thread, I sincerely apologize.
