Because you can't convey the necessary information with a 1st graders vocabulary. Words like "Arbitration", "creditworthiness" and "decompile" are almost never uttered from the mouths of 5 year olds. Thank you, I am a nice person Although I wouldn't say I'm yellowed or have any other liver dysfunction due to large companies. I work for the government, and, in point of fact, this thread is eerily reminiscent of most of the meetings I attend on a daily basis...minus the physical violence and career limiting sarcasm of course. I was actually being sarcastic with the whole poach comment. Rocket Scientist and Space Physiologists can't exactly walk around the corner to the other space exploration company on the block...very few kids on this block and private industry pays better While I can't agree with undereducated aspect (I don't have access to their HR files) i agree that in almost every customer service industry "poorly trained" employees is a big problem. Misinformation is for corporate or foreign espionage, not customer service, right?