After six years in the software industry, I began to question what difference I was making to society through my work. The values of service and giving which I carried deep inside influenced my thinking and kept me socially conscious. The social disparity that I witnessed all around disturbed me, and I asked myself how I could use my knowledge and skills to change it.
Everything seems to be on track when you notice a new and disturbing trend: some customers have started to complain about your helpdesk support on Twitter and Facebook. They're disappointed or angry that you "don't seem to care" and worse, some have vowed never to do business with you again. Just what is going on?!