I think the main problem is the stigma of using the mental health services, lack of access to therapists and generally useful things like mindfulness, some basic CBT principles are not being taught in schools. Many people view companies customer support as their "safe space" where they can vent their frustrations and problems and these days a valuable customer service operator needs to have training in psychotherapy, to know how to defuse people and steer them to having a mindset where they could feel comfortable to seek help.
With someone who will keep everyone busy with meaningless work at all times. Took years of painful effort for her to accept “no” without a complete meltdown.
On the flip side she will let her bosses do the same. 20 hour days, 7 days a week. She kept at it until she ended up in the hospital. I had to threaten to destroy her work computer for her to finally back it down to 18 hours a day six days a week.
I also came across people who would report bugs that don't exist. The team would spend days trying to track down the problem user is reporting, but the problem was never there. One case I remember user would claim that he paid for an item, but it is not visible on his account and he would keep asking for a refund, but when checked the items looked as they should. We asked him to send some screenshots and apparently he had photoshopped the items out from the screens. He stopped asking when we told him that our support member would like to access his desktop remotely to fix the problem.
20 years ago at Radioshack, I had a customer try and return a nice stereo. About 300 dollars or so. No receipt. So only store credit for last sell price.
Was in system but last sell price was $1.97 (we no longer sold it)
So “hours” of digging and endless questions on “you sure you got it here?”
Well she had gotten RadioShack and Frys Electronics mixed up. Apparently same store in her mind.
