@miss-demeanor
Unfortunately it's not the person you're talking to: it's their boss' boss (or higher up the line). There's this whole thing in most customer service fields of providing a "standard level of service."
They don't give a flying shit that you are capable. They want to provide the exact same "quality" of service to every single fucking person.
So I have to treat the little ol' granny the exact same way I treat the IT professional who just needs it to work so he can get back to his job.
It makes no fucking sense, but hey! They make millions of dollars a year, so SURELY they know better than I do!
Trust me. I argue with upper management at every goddamn fucking job I have about this bullshit. The easiest thing to do, for both you and whatever slave monkey you talk to is to just get it over with as quickly as possible. They're not doing it to fuck with you, inconvenience you, etc... they're doing it so their call/email/ticket/etc. doesn't get pulled on a QA review and they find themselves 'talked to' for screwing up QA performance.
I've sat through plenty of those meetings.
"But the customer was happy with the call. They gave me a good review, I fixed the issue."
"Yes, but you didn't follow the appropriate processes. We're supposed to follow the workflows and treat every customer the exact same so that we deliver a quality product the same way every time. That's why you failed the call."
So you do get people like me who just decide fuck it, I'll do things my way and just deal with getting yelled at on a regular basis and yell back.
You also get people who will go by the book just so they get perfect QA reports (esp. if they work for companies like Verizon where your yearly bonus is reliant on getting those perfect scores).