A long story cut short because a customer was a little difficult the manager in question thought we should of made it more difficult for the customer rather than easier. The first thing which came to my mind was the saying two wrongs do not make a right.
But it reflects our modern world and the general attitude of people who rather than take the higher ground when faced with difficult people take the easy way out and drop to their level and answer like with like which always makes the situation worse rather than better.
Myself what I did was right and showed a better customer service something sadly lacking in the world of modern business!
Please Note: If you are interested in a more personal journal of mine just follow the link to Acta Spiritu Amisso.