The thing that fucks me right off is that the staff at these places are so tied up in procedure that they are rendered nothing more than people who say 'I can see where you're coming from but...' and then proceed to get a verbal shit-kicking from us folk who just want to pop onto google without it being a long drawn out affair. The ones that should really be receiving a big fat piece of their clients' minds are the big-wigs who create these fantastically 'efficient' departments' procedures - that curiously seem alien to any other department within the same organisation (?) - then proceed to sit in their offices wanking over the cornflower blue icons whilst the staff in their call centres are being ripped apart by someone who needs but a modicum of sense and reason to see that the billing procedure is fundamentally flawed in that it seems to base most of it's 'facts' on random dates and figures plucked from the air.
If I didn't view Fight Club (the movie) as little more than pro-capitalist irony I would say that Brad Pitt was onto something...