Re: Client support, we've heard about it
"Other staff have just the same responsibility to learn how to continue to do their job, be reasonable, respectful, and proportionate to the problem at hand, as we do."
You need to be able to see it from the other side.
The user has been doing their job for years. They know how to do it Doing it is their job.
Suddenly an unasked for change is imposed which means they now find themselves in the position that what they've known for a long time no longer amounts to knowing how to do their job.
Their job hasn't changed.
What they know hasn't changed.
What they need to know has been arbitrarily (at least as far as they can tell) changed.
So now instead of doing their job they need to acquire a whole lot of new knowledge which takes time and doing that isn't their job, at least not as they see it.