Under which circumstances do our bosses be on our side when customer complains arises face to face with a customer?

This good question, when customers is complaining with service provider, the bosses should always be on the side of his employees then after that the boss will ask privately what happened in details after that the boss will contact the complainer to apologise and if is applicable the employee may be changed

When our bosses realize that we are right and within preset business rules/good conduct guidelines, we may expect them to be on our side, specially when the company we work for respects itself and its employees as well as it cares for its customers and its business (revenues/profits) from these customers.

 

Also when the company is strongly positioned versus the customer, the company (the boss) will be in a position to enforce company policies and good conduct principles even on the customers !