I must admit I was always a 'taker' as far as customer-business went. I would readily complain if I felt things were not going my way, but always thank profusely those on the phone or face-to-face who I felt had been very efficient and helpful. When things didn't go as I expected, I was a pain in the a$$ with little tolerance for human error, slowness or excuses.
That was until I joined a customer-facing industry myself earlier this year. I meet people who are mainly pleasant and tolerant. Then I meet people who are like this up to a point, then become a pain, like I said I was above. Then there is the third category. Rude, ignorant and unpleasant, totally intransigent beings that I could gladly take a swing at. This has in turn made me more appreciative of those in CS who are genuinely trying to help. Made me more patient and less insistent. Given me a new level of understanding of how it feels to be on the other side of the fence.
Now, if we take the above, it becomes a different matter to a certain extent when it pertains to gambling.
Gamblers tend to be impatient, and sometimes insecure. They can find it hard to trust. This is why so many on here are so eager to endorse fast CS and
fast payouts - they satisfy a gambler's requirements. Those same people, including myself, are very quick to be negative if matters are slow or delayed. We should treat the online CS as if we were face-to-face too, not be unpleasant through the anonymity of our keyboards
So, having experienced both sides of the coin, I think casino CS have a hard job sometimes. We ask for answers outside their knowledge range, We expect decisions about verification or w/ds that they can't always influence or have access to. Then our innate impatience. The casinos however do need to understand their players better though - we win and we are happy. That feeling is maintained through speedy payment and CS response. It's what makes us come back. So simple, yet many still haven't understood it.