Customer support: how do you prefer?

5 years ago, I had a few months of experience in a customer support role at a large tech corporation, working over the phone. There were super strict rules that you had to follow: no small talk, no jokes, just do your job and move on to the next client. That approach really frustrated me because I felt like I was acting like an AI (which wasn't really a thing back then 😄). Now, as I work with paid media, I often communicate with the Meta support team. Sometimes it's really frustrating when you just want to ask why your payment didn't go through, but they start with a super mega friendly talk that makes the call much longer than necessary. So, here I've shared two extremes from my experience, but I'd like to know what you prefer. Do you like a more formal approach, or do you appreciate a more human feeling in customer support interactions?