"Courtesy with customers is forced on them? My god!"
I worked in a call center for two years, for three different companies. Yes, (fake) courtesy is forced. The customers of one site were so difficult that courtesy was scripted (there were scripted interactions for frustrated and for rude customers)
Well you have clearly missed the point of my comment.
Yes, it's "forced" on them, in the same way that many many other behavioural expectations are "forced" on a worker. They're "forced" not to abuse their co-workers. They're "forced" to treat their workplace with respect. They're "forced" to dress in a certain way.
That's called "having a job", and it's all stuff I've had to do, too, in every job I've ever had.
Is it "having a job" to be required to say "I'm sorry you feel that way, but I'm dedicated to meeting your needs. Let's see what we can do to help you!" in cheery tones after the customer says "you stupid [racial slur], your mother should've aborted you, why can't you get it through your [explicitive] [racial slur] head that I want [thing that was never mentioned, and is, in fact, illegal]"
I worked in a call center for two years, for three different companies. Yes, (fake) courtesy is forced. The customers of one site were so difficult that courtesy was scripted (there were scripted interactions for frustrated and for rude customers)