(08 Sep 2016, 10:13 pm)Ambassador wrote It's my bee in a bonnet. It's an embarrassment that page. I think they forget we pay a lot of money for their service and get shrugged shoulders, nonchalant attitude and an attitude problem in general. They got really good a few months back but it's been an absolute shocker of late.
Arguing with customers. Most decent organisations would fire you on the spot
In the example given, the service had ran on time. Customer service staff are there to investigate and report, not blindly apologise for everything. If the customer had got it wrong, they should be told so.