Saying «included therein» to every customer is like a legally binding ritual.

Working in a call center already requires a special kind of patience, but this situation took it to another level. The job itself was simple enough, helping customers with home warranty claims, but the real challenge was management. Specifically, a supervisor who believed the script was sacred and absolutely untouchable.

This wasn’t just a guideline situation. Every word had to be delivered exactly as written, no adjustments, no smoothing things out, no making it sound natural. Even when employees found better ways to communicate with customers, those improvements were ignored in favor of strict, robotic consistency across every single call.

So after multiple warnings, the employee decided to comply fully. Every call started and ended exactly as the script demanded, including one particularly awkward closing line that sounded more like legal jargon than customer service. It didn’t take long for customers to notice something was… off.

Eventually, one customer found it so ridiculous that he laughed and asked for a manager to complement the interaction. The call was transferred directly to the same supervisor who enforced the script. After that moment, the obsession with word-for-word delivery quietly disappeared, lesson fully learned.