... you're sitting in a customer service training session thinking about chapter 6 of your current fic in progress, and the facilitator plays audio files of four examples of really bad customer service and asks delegates to critique them. Then she plays the fifth and looks directly at you.
It's scripted, you say. The receptionist says all the right things but it sounds false and over the top; sacharrine, insincere. You kind of expected her to round it off by saying 'have a nice day'.
Apparently, this was supposed to be the example of really good customer service!