and to end this stupid article saying ' the best way to fix the situation is for both the manager and the employee to apologize cordially in front of the customer' is just assinine!  sometimes the customer needs to be the one apologizing.  there are so many people that are just never happy no matter what you do.   ...more

i believe customers have unfair and unrealistic expectations of customer service.  agents are there to do a job, not care about every single customer's life story.  many customers are cheats, too.  they want to return things that are five years old (esp clothing) just because they don't like it anymore, they want a ful...more