Customer service is brutal. Anyone who has had to answer to the public as an essential component of his or her job duties will tell you. It’s positively brutal.
Even the best employees will not be able to satisfy every customer. The reality is that there are some people who just will not be happy no matter what the circumstance. Employees are expected to take it on the chin when a customer overreacts or complains without justification.
But what if an employee doesn’t want to just “let it go”? What if the employee feels that she’s been wronged by the customer who berates her or otherwise lashes out. What if the employee feels so wronged that she sues the customer?