> Harassing retail staff for what is a corporate process problem is really inappropriate and pointless It's a natural human reaction. If you build a system tha

> Harassing retail staff for what is a corporate process problem is really inappropriate and pointless It's a natural human reaction. If you build a system that treats customers like shit, they will take it out on your front line staff. It's not because they're bad people, it's because you designed a business that treats customers like shit. It is not exactly surprising that a customer will not be polite to front line staff after wasting 4+ hours getting bounced around various useless departments on the phone beforehand. The blame lies on management, not on customers.