The problem is a lot of people who work these roles are so demoralised, they see themselves as a kind of almost-robot when it comes to fulfilling their job duti

The problem is a lot of people who work these roles are so demoralised, they see themselves as a kind of almost-robot when it comes to fulfilling their job duties. They don't feel they have the autonomy to apply common sense. It's a weird mixed feeling of annoyance and pity when you run into one of these folks.