I do not really believe in innate talent. There are things that one is more capable of doing more than the other but it doesnt mean they cant be effective and efficient in their jobs even if they do not have that so-called "innate talent".
Maybe they were just over-reacting... It doesn't really bother me if a road sign is written in a different language as long as I see a translations or something. That is all that matters really.
I think it takes 2 to tango. I mean some people in customer support aren't really keen on providing support. Good for those who do, I salute them! But for those who are just to eager to bang the phone on you, I'd rather they change jobs coz they are not really doing a good job.