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In Response To:
Thread Starter: John Burnett
Title: Re: Refusing to service a customer

In the illustration, it seems that the erstwhile customer was already sharing his displeasure with his customer relationship. I honestly don't think the manager was letting the cat out of the bag. It might have been handled a bit less publicly, though. There's really no excuse for lowering one's self to the abusive customer's level by shaming him in public, no matter how good it might make the manager feel.

I will admit to having silently cheered the manager on, though.