That whole "customer service" business---turning hospitals into Disneyland or Mickey D's and nurses into little robots---is CRAP. I will never work in a hospital again because of that. I don't need a script to know how to treat my patients decently, and I bet you don't either. Don't let the bastards get you down, hon.......time to try another type of nursing that will allow you to be an individual. Yes, work on the mouthiness thing, but in the meantime you'd do well to get out of the stifling hospital environment and do something where you have more autonomy.