Forbidden to care

The rigid, measured, top down structure of big company customer service makes it almost impossible for the rep to care about you when you call.

One new trend is that if you have a complicated problem or a bit of attitude in your voice, the call center rep will 'accidentally' disconnect you. You're going to hurt his numbers. His yield will go down and it's just not worth it. Let someone else take the call…

When organizations take away all flexibility and power from their frontline employees, they're depriving the people with the highest leverage from doing the most important thing: caring.