In my experience all the screaming, crying and complaining would have happened at the top of the call (which we don't see). A competent customer service operator takes control of the conversation, sets out solutions and convinces the caller that everything will be fine. Does that actually happen? Hardly ever. Would the customer service operator have to get permission to do half of that from some cynical, jaded supervisor with a grudge against everyone? Yes, obviously. Can customer service operatives be true advocates for their clients? No. Never. Not if they want to keep their jobs. The only reason this gets resolved (spoilers, sorry) is because the CEO takes the call. That said this is a wonderful movie and Nancy Meyers rules!