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While this explains how the problem happens, they should still fix it.

I do agree that people get overly outraged when it's likely an honest mistake by a minimum wage worker.

People aren't outraged at a minimum wage worker though, they are outraged at a billion dollar corporation that insists on making those minimum wage workers the only official contact point.

Give them some reading time each day at the start of the shift

To read what? DC comics, Vogue, Hello, etc? Just because people have reading time doesn't mean they are going to read what you are hoping they might.

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