the thing is... ive worked in customer service before and after a while, everyone's sob stories, valid or not, really dont make the situation any more dire or important. "i need to get on my flight because xyz happened and i HAVE to get home". everyone thinks their problem is most important but the system as a whole is much bigger and more complex than the needs, problems or wants of one or two people. sometimes an apology just incites more anger from a customer anyhow!
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