The Cut and Paste Empathy Glitch

The customer service response that sounds human but isn't. The chat that connects you to a real person who proceeds to answer every question with pre-written text that has nothing to do with what you actually asked.

This isn't laziness. It's the accountability program missing entirely. Somewhere in the corporate machine a decision was made that the appearance of service is cheaper than actual service.

The customer feels it instantly — not as a conscious analysis but as a biological signal. The tribal alarm fires. I am not being seen. I am not being heard. I am not valued here. They don't always complain. They just don't come back. And they tell people.

Recognized by the five star product that becomes a one star review not because the product failed but because the human interaction failed.