It's tax season once again, and with it comes the dreaded task of navigating customer support, particularly the IRS. Recently, I came across a tip shared by someone on how to bypass the complex phone menu and speak directly to a real person at the IRS. While I've never had to make that call myself and hope I never will, I've heard horror stories from others who have. One acquaintance described a nightmare scenario involving several calls and nearly half a year to resolve their issue.

Calling the bank isn't much better. Often, it takes a frustrating 40 minutes or more just to get someone on the line. It's enough to make you reconsider your phone plan, as these calls can quickly exhaust your minute quota.

The question that always baffles me is: Why do companies still prefer phone calls for customer support? The idea, I suppose, is that speaking to a real person can make customers feel respected and valued. But in reality, the process is far from respectful or warm. Waiting endlessly to connect, struggling to spell out names, addresses, and emails over the phone, and dealing with accents can all be incredibly challenging and time-consuming for both sides.

Email, on the other hand, is a far superior option. It allows for asynchronous communication, which is often more efficient. Not only does it relieve the strain on staff, but it also enables us to organize our thoughts and communicate in a clear and concise manner. The ability to keep a record of our conversations is invaluable, especially when multiple rounds of communication or different support agents are involved. This history helps everyone to establish context and understand the progression of the conversation.

Despite these clear advantages, it seems that companies are increasingly phasing out email as a support channel in favor of phone calls. This decision is baffling and frustrating, particularly for those of us who find email to be a more efficient and effective means of communication.

I can't help but feel disappointed by the way extroverts seem to dictate social norms, often based on biased assumptions that ignore the needs of introverts. This dominance in setting standards can lead to the suppression of alternative preferences and communication styles, leaving introverts feeling overlooked and undervalued.