True.
They are embolden by the business mantra “The customer is always right” while failing to equip the front line with tools to deal with outright abuse.
Equipping the front line staff with the ability to soft bar a customer will yield dividends for all affected parties. “I’m sorry, you will have to take that up with my manager, here is his card.” The more enlighten managers will allow employees a one-time ability to “fire” a problematic customer, and to make sure that one time really counts.
