RE: Please bleed
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And here I thought you eviscerated those cherries in response to the first day of the training :)
"I don't know, but I'll find out" is a skill set. An often missing set at that. I've worked support for a couple of places. Always by email or live chat. I need the time to be able to 'vent' a bit at stupidity. Our best phone support guy at the time was also our top producing salesman month in and month out. A real talent to talk to an angry person and ending it by upselling. Amazing talent.
Too many people spend way too much time thinking about themselves instead of how they could better themselves.
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I think that it is largely missing because these days, most people have Google support and aren't face to face, so they aren't accustomed to feeling like they don't know something.
Perhaps again it is because of a lack of social connection, therefore pushback on how they behave.