Very good advice. However it is very easy for your employees to misinterpret outraged customer behaviour after firing some of the bad ones. When they think it

Very good advice. However it is very easy for your employees to misinterpret outraged customer behaviour after firing some of the bad ones. When they think it is a bad customer, they always handle them well, communicate professionally and nicely, and THEN they come to YOU that YOU DECIDE and do something about it. Not them. These occasions are perfect to show them how to distinguish between relevant outrage and a bad client who has a tantrum. If you miss this, your guys can become demotivated by mistake.