Is That Really Management?
People who have to talk to unhappy customers on the phone for their living have our sympathies. So no wonder they occasionally pretend to be the manager.
The poor person who answers the phone often bears the brunt of an unhappy customer’s frustration even though the issue isn’t likely to be their fault. But sometimes when the ‘supervisor’ comes on instead, guess what? It’s the same worker. And the callers never seem to notice the voice is the same.