Witnessing uncivil behavior

Suppose you're at a nice restaurant celebrating your anniversary. When a customer at a nearby table complains that it's taking too long to get his meal, you and your spouse overhear the server's brusque response. Would the ...

Why is customer service so bad? Because it's profitable

It's a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order. Yet, when you call customer service to voice a complaint, you're faced with an automated voice ...

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