schaumann.com.au
There's a little bit of the Devil in (almost) everything you buy - Dan Schaumann
Before I get into the significance behind the title of this post, firstly I must explain an encounter I had with a customer at work about 18 months ago. One of the joys of working in a customer contact environment is that you get to talk to some interesting, bizarre, and often downright crazy people. It's a true eye-opener into how different people can be; one call might be from a pleasant old lady who tells you her life story, and the next caller might be a complete madman who yells and swears at you. Probably the most perplexing, and to be quite honest, frightening, of all customers I've ever dealt with was a middle-aged woman I spoke to when I worked in London. She didn't speak English very well, and she called with a complaint about an order that she'd just received. Our conversation went something like this: