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How hostile will you get with a customer?

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I work for a bank call center. When I first started they warned us that we could receive a service issue if we are rude to a customer that would disqualify us from getting our monthly bonus (for me that bonus averages around $500) – part of my bonus is also based on minimizing the amount of calls that get transferred to a supervisor. Today I had my first escalation of the month and it irritated me I’d be losing money over it so I said “sure let me transfer you to a supervisor to tell you exact same thing I just did” lol. Not the first snarky thing I’ve said to someone but I always wonder because I never get in trouble for it and I’ve been doing it since I started 6 months ago

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