A cobra ?!! OMGoodness !
I was in customer service for the longest time. I knew my job good enough that I was able to resolve nearly all calls. It changed though, many calls from folks I could no longer understand. People calling in, already in a stormy frame of mind, that were not really calling for a resolution, but just to let whatever random, unfortunate person that got their call, a hardy piece of their mind. You can't help someone that refuses to stop taking and saying the same thing over and over. This and more AND.... I got older and no longer wanted to deal with it anymore.
It is nice when you find you have some sort of issue, to call a company and actually get someone on the line that knows their stuff and is helpful in finding a solution. A lot of customer service is no longer like that.
Yes I understand exactly what you are saying and it is so true. Unfortunately for now companies have people doing this role and have no clue. They will be crying out for people like you soon enough who have the experience to handle their queries. This client came back today having taken my advice and now wants to order more items and buy another bag plus pay for the extra bag sent down. I told him he can keep it for free. The costs are not worth it and I also want him to feel he has got something extra.