That's just it, Cyber. A little understanding and decency can go a long way. You and I have been on the opposite end of the firing line, so we know what its like and can treat people decently if they'll only give us half a chance to do so. There have been times when I have been totally enraged by the actions of some entity and I'll get on the phone with some poor smuck in customer service. The first thing I'll say is, "Look, I understand that you are not personally responsible for this, but I am very upset over this thing and can you help me resolve it?" I get a much better response that way.
When I was fighting Social Security I had to call their office of hearings and appeals which just so happens to be located in my town.
Clerk: Office of hearings and appeals. May I help you?
Me: No. I understand that you can't help me. Your job is to field calls from the desperate and the dying while your supervisers take 3 hour lunches over there at McKenna's (a posh restaurant directly across from where the social security hearings office is located). I need for you to put me through to someone who just got back from lunch at McKenna's.
Clerk: (stunned silence for a moment) You are quite correct. Let me put you through to Judge X's legal assistant. I believe she just came back in.
Worked like a charm.
