Originally Posted by Random50

I think there’s been a clear trend in all industries the last few years of stripping customer service agents of their ability to do anything but follow the script. Used to be the first agent you reached could apply discretion if they wanted. Then it became only the supervisor. Now it’s pretty typical for entire departments to have no authority. If all customer service does is follow scripts, it’s only a matter of time until the whole lot gets automated.

At the same time, companies have long relied on their staff to be the human side and soften excessive terms by applying discretion. They haven’t generally changed those terms even as they’ve reduced the discretionary powers.

I’m not sure what happens long term with those two forces at play. I’d like to think consumers would eventually rise up, but I’m sceptical because we do have a very servile outlook in this country. We think they’re doing us a favour when they give us breaks on harsh conditions. Pause for thought would suggest as corporations, they’re never doing us any favours. If they apply discretion it’s likely because they know they’re pushing the envelope a bit too far, but they want to keep the discretionary power on their side rather than get forced into new policy.

Power does not relinquish power lightly.