I agree, and having worked a very high stress "customer service job" that could become viotale and simply unpredictable, and possibly physical. Verbal de-escalation was a job skill I mastered. I was always the professional, courteous and consciences. NOT an easy task, especially when lifes challenges were difficult.
I have absolutely no tolerance for the most simple customer service job (in comparison) completed in an indifferent and nasty way. I will also demand a manager and will never let my family or friends be treated rudely for no reason other than lack of people skills or that they are simply having a bad day. This is not done for a minor matter. It may seem harsh but they represent their company and I suspect many times their behavior is not known by the powers that be... I am guessing most customer service procedure manuals contain similar requirements as to how to treat a human being / customer.
Ok, my venting finished...
