Customers express their complaints very politely

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Some customers express their complaints very politely. Others may act a little more upset or rude. Still others may become downright abusive with their language and actions. Even though the negative feelings may not be personal it's still the employee who has to endure the anger and insults It can be very difficult not to fight back What do you think? Is there ever a situation in which it's ethical for an employee to stand up to a complaining customer? Or does s/he have an obligation to remain courteous no matter what?

Reference no: EM133336255

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