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It is useful to understand when you are dealing with a person who can be persuaded and when you are dealing with a state machine which has formal transitions for some things you could say and literally no emotional response per policy. https://t.co/kbmi5iT2Fp
The second is a much better model for many large bureaucracies than the first. This drives some people to hate bureaucracies, which is an aesthetic reaction they are welcome to. And it causes some people to return to the interpersonal maneuvering script that they expect to work.
To the extent one bemoans the lack of empathy among customer service reps, consider; 100 calls a day of which 10-20% are the most unpleasant interpersonal reaction you’ve had this month and 2-5% are frothing-at-mouth abusive. Adjust up depending where you are in phone tree.
One of my frothing-at-mouth earfuls was delivered by an attorney who swore a blue streak about me attempting to call him multiple times to do unsolicited telesales. On third call, with no pre-amble, I started reading from the fax he had just send our order entry department.
“…Oh.” “Yes sir just attempting to be a good citizen. I will destroy without reading the other 107 pages. I recommend double checking the recipient’s number. Have a good day and thank you for calling *name of employer here.*” And then *sigh* right back to the queue.
(With 25 years of hindsight one can appreciate that from the perspective of the employer that junior order entry clerk taking initiative to speak to an attorney on an obviously important matter is not regretted attrition from the other entry department.)