A customer service agent more interested in obtaining a customer's Social Security number than helping them resolve an issue can be said to have a bureaucratic personality.

Question

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A bureaucratic personality is characterized by a focus on following rules and procedures to the letter, often at the expense of customer service and flexibility. In this scenario, the agent's focus on obtaining personal information may be seen as a rigid adherence to protocol instead of a genuine effort to assist the customer.

A Customer Service Agent More Interested in Obtaining a Customer's