i was pretty surprised that the technician actually called him out on that. I don't think you need to be surprised. There's a high likelihood that the operato

i was pretty surprised that the technician actually called him out on that. I don't think you need to be surprised. There's a high likelihood that the operators are educated and intelligent. I'd imagine that having to stick to a script isn't very fun for the person on the other end of the phone / chat session - especially when you're tied to responding in a certain way and are regularly patronised by annoyed customers.