alt Hacker News> I’m actually fully in favor of empowering customer-facing representatives to put reasonable limits on responding to customer abuse.
That's not the question that was asked.
Neither calling a company's actions disgraceful nor anything else in the posts that triggered that official reply were abusive to customer service.
I actually support companies who empower their customer facing employees to enforce civility.
It means the company cares more about their employees than sacrificing them in favor of maybe getting a few more sales from angry customers.