Interesting title right. I too was pulled towards this article by this title when it came on my list of articles that I follow from one of the blogs that I follow:
http://katenasser.com/
You can get a glimpse of the article on the link below.
http://katenasser.com/worst-customer-service-stories-train-best-csrs/#utm_source=feed&utm_medium=feed&utm_campaign=feed
Happy reading.
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