Sometimes employers make employees use scripts

Sometimes service people have very specific things they’re allowed to say or not say, and can lose their jobs if they don’t phrase things in very specific ways. There also specific ways many employees in service professions are allowed to apologize. Sometimes you’re required to say, “I’m sorry you feel that way” or you might not be permitted to agree with any negative statements about the company you work for. So if a service worker says something dismissive, it might be because they have to.
Thank you. That’s a really good point.
It’s an awful thing to say, but it’s not always the fault of the person saying it.