If you believe and are taught, that there are customers who ruin the service experiences of others, then your in the wrong school. #1 customer service cannot be taught in a school, to get a BS in BS. If you really want to do real research, put the book down, and go walking around a mall, and TALK to the people, LISTEN to them about their experiences about their treatment. You will not find one person say...."Gee the person in front of me, just ruined my experience with the rep. I will never go back because that customers was sooooo rude. NOT!! Why do you think that other customers will ruin anothers experience? Because, it is not the customers it is the reps. All those customers that are pissed off, know, that the CS they are getting is CRAP. It is the CS reps that have the same improper training. Customers DO NOT ruin CS for others, it is the representatives that they are pissed about. ALL schools that are supposedly teaching CS are going by what Corporate is looking for. You get trained, get hired, and you continue with the same circle. Lowes, Wal-Mart, etc.... they have different companies that train the employees for CS, but it is the same training.
I am the only one in the history of Dillards to be serenaded by a customer, and he told the floor manger, that he hadn't had my type of customer service since he was a young man. By the way he crooned like Bing.