Exactly. Squeaky wheel gets the grease. If it were my business, I wouldn't make shitty decisions and then force an army of phone operators to run my customers

Exactly. Squeaky wheel gets the grease. If it were my business, I wouldn't make shitty decisions and then force an army of phone operators to run my customers around so that no customer could ever have an effect on my company, while only offering up the customer service reps as any kind of interface with the company. You want me not to bother the customer service reps? Give me a different way to interact with the company. But I'm not going to pity anyone who stays at that job (I did my time in customer service; I have the wherewithall to leave every emotion from one call with that caller). Reps should understand that the actual description of the job they are signing up for is "repeat talking points until the customer hangs up and weather their anger, until that point. if within your approved talking points - help with their problem".