> Emergency response is not customer service, where you can just tell a client that you'll have to drop them because they berated one of the phone clerks and th

> Emergency response is not customer service, where you can just tell a client that you'll have to drop them because they berated one of the phone clerks and that's against company policy. That's why it's good for customer service and their management to push back when people are rude and not accept excuses. Besides making life dramatically better for customer service, it helps train people to be courteous as a matter of course. They learn courtesy works and will tend to build an unconcious habit that's more likely to exhibit when they're in an emergency.