Yeah, I tend to agree with this, because I’ve been to various places where they cut you down to nothing with a sweet tone and ostensibly nice words.. it’s the phrasing and cultural intention, plus slight inflections for anyone not intimately familiar with the cultural aspect. Nothing this would see as aggressive, but absolutely hostile all the same.

But beyond that, they could fix customer hostility by providing actual customer service, preferably by people who natively speak the same language as the caller (I don't personally mind non-native speakers, but they frequently don’t understand what’s said to them, and thus don’t properly perform their duties - a feature, not a bug, I’m sure), instead of running a company built around screwing everyone for every cent possible..