Customer Service should not require asking for a manager

I Received my last phone bill from Telus today. Charges for a whole month with only 4 days of service.... Hmmmm is this right.... NOPE. So I called them up. Of course using there 800 number rather than using up my minutes waiting on hold to talk to someone. After negotiating my way though automation hell I found the magic word needed to speak to a human.... Its "operator" by the way in case anyone needs it. After giving her the same information that I just finished telling the computer which didn't help me I told the girl my problem. She listened and looked ant the bill and tried to be helpful but said she couldn't do anything. So of course after voicing my dissatisfaction in the response (politely of course after all its not really her fault and she was trying to help out) I asked to speak to a manager about this. Guess what..... that's another magic word... That word appears to give CSR's the power to try and get me a credit for the part of the month I didn't have service but was being charged for........ It wasn't a oh no I guess I better look into this more or I may get in trouble reaction I got from her, it was more a you have the combination so I am now allowed to help you and do the Service part of CSR.

Hmmm theres 2 magic words for you in one post. Now everyone repeat after me "Operator" - This gets you a real person. "Manager" - This gives the human operator power to actually provide you with some customer service. Hopefully I will never need these magic word with Telus again (and as long as I get my rebate I shouldn't have to) but its good to know them. If I do have to use them I hope the CSR can be as helpful as Bec was after I used the magic word.

The question for today's story is "Why the hell does it take magic words like Operator and Manager to allow a real human customer service person the power to provide customer service?" (or in this case... former customer service)