3.06 CR-010 The Gray Zone

Some customers express their complaints very politely. Others may act a little more upset or rude. Still others may become downright abusive with their language and actions. Even though the negative feelings may not be personal, it’s still the employee who has to endure the anger and insults. It can be very difficult not to “fight back.” What do you think? Is there ever a situation in which it’s ethical for an employee to stand up to a complaining customer? Or, does s/he have an obligation to remain courteous no matter what?