The most frustrating aspect of customer service is that customers often think the guy, or gal, answering the phone is responsible for whatever design, or decision, is giving them issue.  They also often assume the poor prole who takes the call is capable of making sweeping global changes at the touch of a button.  Both of these assumptions are not true in a ratio of cases mathematically indistinguishable from 1-1.

It’s not my f**king fault dude!  I didn’t make the decision to work our billing system that way, and frankly I loathe it as much as you do.  That said, what is it you think I can do about it?  Do not take your venom out on me.  I get that you are upset, and I feel you are justified.  Now, let me do my God-Damned job and help you out!  Sheesh!!

To all the customers out there girding themselves to make a call to a customer service, or techsupport center, I have this piece of advice.  Take a breath.  Chill.  Explain the difficulty, and if you are upset say so.  Then let the poor sucker on the other end help.  If they can.  And, if they can’t you can file a complaint about the procedure and get it passed up the chain.  If enough customers do that, things will change.