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This rule is correct if applied correctly and fairly, if the concerned employee did not do anything wrong and the customer was rude and did not respect the humanity and dignity of the employee then the rule becomes null and void especially if the customer's behaviour was a result of inherent bias or pregisdeous (ratial, gender or any other kind of unacceptable predetermined attitude), in one of my previous jobs one customer was shooting at the one of the Tellers, when he insulted the employee for no apparent reason and was using profound and bad language and threatened her, we asked him kindly and gently to close his account, there should always be a balance between what us acceptable and what to also expect from your customers
Personally, I totally disagree. This "more than a hundred years" motto is what leads to the worst client/supplier relationship. It is an outdated concept that suits abusive clients. Today, companies have to move on, and work on building partnerships with each others.
agree.............................................
