All is fair in love and war. The same principle applies if you're going to be abusive and make demands from a customer service rep.
It's amazing that people still fail to realize that the best way to get a good result from a customer service rep is to be as pleasant as you can possibly be to them and go out of your way to make this the one call of their day that is a real human experience. If you can tell that you are getting stonewalled by the process they have to follow for a call then it is ok to escalate in order to get the necessary result. But you can be nice while you do it. You know?
Props to this call rep for giving the customer exactly what they asked for. The ensuing meltdown was well deserved.
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