> What can you do to help empower the powerless customers when their livelihoods are at stake? Can you provide some way to not instantly assume fraud or malicious intent on behalf of the customer and provide some quick and direct way for the customer to feel empowered?"
Legislation and regulation.
Mill owners used to send little kids into running machines and they'd get shredded. Now we have child labor laws where under a certain age someone isn't allowed to operate most powered equipment.
Mill owners used to not pay people for their wages. Now we have laws with civil and criminal repercussions if you don't pay someone timely and in full.
The phone and electric companies have to follow a bunch of regulations around shutting off your service, because of the consequences.
Companies should not be able to say "and if we fail, lol whatevs, fuck off." If you are providing a service, and someone depends on it to run for their business, then you should be responsible if you fail to provide service. Cost of doing business.
Legislation and regulation.
Mill owners used to send little kids into running machines and they'd get shredded. Now we have child labor laws where under a certain age someone isn't allowed to operate most powered equipment.
Mill owners used to not pay people for their wages. Now we have laws with civil and criminal repercussions if you don't pay someone timely and in full.
The phone and electric companies have to follow a bunch of regulations around shutting off your service, because of the consequences.
Companies should not be able to say "and if we fail, lol whatevs, fuck off." If you are providing a service, and someone depends on it to run for their business, then you should be responsible if you fail to provide service. Cost of doing business.