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The points you make, thubpt, are relevant in call centres everywhere, I believe. I spent seven years in a call centre (for our federal welfare agency)...on phone and off phone supervisory and tech support positions, and the same principles of respect you outline applied to my workplace.
I have, however, escaped to the face to face customer service environment of our organisation, and believe me, I still wish I had that "release" button sometimes when customers are giving me a hard time about not paying them money they're not entitled to!
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"Afterwards, the universe will explode for your pleasure."
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