We recently took the same customer service problem to two different agents in the same company.
One took us through a path filled with problems.
Just when we were about to give up and look for an alternate route, we spoke to another who found a way to solve the problem within minutes.
I’m sure there is a lot of rigorous process to ensure good customer service.
But, no amount of process can help bridge the gap between folks who are problem minded and folks who are solution minded.