Right, but again, it's not 911, it's a software company. The user's company is not gonna go bankrupt, they can still use the application.

It is a front line support rep, it is the same as some guy at McDonald's. Yes, I think people are entitled when they feel they have a right to be mean or difficult to some person who is just trying to do their job and is making a plausible attempt to be nice to you. You can't read that workers mind, they said one word that can be plausibly used in either circumstance. That word expresses anguish that their customer is having trouble. That is empathy if it was used sincerely. It is not the south park episode with the cable company workers.