A few years ago, I applied for a customer service job for an outsourcing company that was contracted by Ryanair. They had a two week unpaid training, I tapped out on day 3 of the training, but until that point, I was given all the training material, including the spiels they train the agents on, which they actually call spiels.

Unless a customer mentions, specific wording (I forget what exactly now) - wording that matches the underlying regulation that entitles the customer to some kind of recourse by law, the agents are instructed to deny and weasel out of it. As in, even though they are legally obliged to give you that specific recourse, unless you demonstrate to them that you have proper knowledge of the law, they will simply act like you have no rights.

It was very slimy, and I literally couldn't stomach it. I don't know how they train their customer service agents now, but I would highly recommend doing a few google searches and some prompting to see exactly, literally, what words one must utter to a customer service agent.

Of course, that alone is not enough, the stars also have to align so that the agent you're talking to commands enough of the English language to have comprehended their training, and what you're saying; and not be bogged down with the 7 simultaneous chat tickets they must handle concurrently, in addition to the calls.