While i take your point about poor communications, i could ask "Why is a programmer doing customer relations/support?". Ideally you would have someone trained to 'interface' between the customer and the programmer. Or atleast thats my take on it etc. etc.
I could also point out that 'technical terms'(etc.) are also fufilling number one of the programmers..motto? Namely lazyness. Why use a paragraph when 2 words will do?
Course, doctors are expected to have a 'nice bedside manner', although i have to admit i would prefer competency over 'charm'..
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