There is a scene in the very interesting movie, "Crash," where a character played by Matt Dillon demands to speak to someone's supervisor.

Having some good personal reasons to resist this demand, the person he's speaking to replies: "I AM my supervisor!"

It's arrogant, a power play, and not what we expect from someone who is in a customer service capacity.

Because of the dramatic tension that has been established between the characters, we can relate to her stonewalling. She actually has a reason to resist--to say, no, you're going to have to deal with ME, buddy!

But usually, blockades like this are harmful, and they degrade everybody associated with a customer conflict.

I recall the time I was trying to withdraw some cash from a savings account. The teller, who may or may not have been having a bad day, hassled me. I remarked:

"This is not my idea of great customer service."

She shot back: "I'll have you know, I give GREAT customer service!"

Finally, the transaction was completed, but the defensive nature of the exchange stayed with me, and it may have festered in her.

Which, of course, is too bad.

There was a time when I learned that "The customer is always right."

This expression is not, technically, correct, as we all know.

The guy, who tried to return a truck tire to Nordstrom, for a complete refund, was not in the right. Nordstrom never sold truck tires, so his claim to a refund was bogus.

Yet, he got a refund, nonetheless, because that department store believed in the idea that, for practical purposes, he's right.

Why argue, creating ill will, and losing any chance at his future patronage?

At least once, when I have asked for someone's supervisor, the next person on the line definitely sounded like a peer, not someone in charge.

I asked, "Are you really a supervisor; does he report to you?" to which I received a reply that indicated he wasn't, after all.

He misrepresented his status to protect his pal.

The unstated law of business is this: Everybody answers to somebody else. And if he refuses to answer to customers, to uphold the tacit agreement that the customer is always right, then he'll have his day of reckoning.

It's called, accountability. Without it, government officials and company insiders are out of line.

Someone may escape accountability today, through stonewalling, misrepresentation, or intimidation. But sooner or later, the marketplace will punish him.

Because, ultimately, the customer always IS right.

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Private companies can discriminate against certain customers and away with him?

Very often you can.

The restaurant seats "No Shoes, No Shirt, No Service!" Sign in the window, you can ask to leave and not even give you a coffee to go.

And the famous phrase, which you can see that the menu is still in general: "We refuse the right to refuse service for everyone." Do you mean why?

In their eyes it does.

As a country club can receiveaway with the restriction of its membership on the basis of racial and ethnic lines, a practice that has been declining over time, private companies can choose whether to accept or decline your customers.

In fact, CRM, Customer Relationship Management which is now fashionable, discrimination, saying it encourages smart most profitable customers, companies should reward them makes them even more, while large or deny service easily accessible for those who are less profitable for purchase.

Many enterprisesin particular to accept large transactions with the government or the government loans may or certain classifications within stricter guidelines. Banks may, for example, are not discriminated against and refused a loan on the basis of race. There are laws that the red bar "lining" and other tactics meant that some groups of people that can be found in some communities of loans and financial services.

Despite this, when a bank denies the loan if your credit cardScore is low, why is there the possibility or likelihood to repay the loan in a context.

Once, when I arrived at a midwestern university to conduct a seminar, I was greeted with these words:

"If I had known, she has red hair, I would not have hired you!"

Yes, it is very close to the top row of my "10 most stupid things I've ever heard in Business" list.

But would be achieved by discrimination against me on that basis? It means, in practice, of course.

AsI wonder if my God, they were off when he saw a picture of me before, and then quietly removed myself from consideration?

In legal terms, would be discrimination on this basis will be excluded because of university policies and laws, hiring criteria they have to say work are linked.

I remember when flight attendants successfully sued makers to tell them from the hiring and retaining only those workers with the subtle body in shape to avoid? But a flight attendant, whose hips do notGo through the gears without a clutch, and could not be denied the job in this role, there's belt at this point, a place of work are linked.

Sometimes the discrimination is more subtle, and perhaps even beneficial for society as a whole.

If I want to record an academy of martial arts and an individual himself, of course, disturbed, I have a place for him? When he leads his motivation in the desire of people like his boss, can not be compelled to show that I was crazy to trade him the tools tohis violent temper.

But instead of denying him entry, saying: "You're a spinner, now get out of here!" I think another reason, one that diplomats, with which to discourage their sounds.

If you believe you have been treated unfairly, a voice crying in our brain: "You can not get away with it!"

But in the real world, given the costs and uncertainties of litigation, our rights, worn involving discrimination on the basis, and able to repeat their misdeeds,impunity.

As they say in law school: "All funds have a point."

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My father has always praised the training he received at Lake Forest College and Loyola University and Loyola Law School.

He told me on many occasions, "Gary, is not like a good liberal arts background, so you learn to think for yourself!"

Recently, when I looked at college sites, I came to Occidental College's home page.

Its stated goal, which I described here, is to help students:

(1 credit)criticism;

(2) to express themselves clearly and

(3) search for multiple points of view.

While some things I would like to add to this list, including the appreciation of the arts, I think that summarizes what you should do a well-rounded citizens, not just to get a life full of meaning, but also contribute and democratic values perpetuate.

More importantly, if an experienced person to do these things, he or she will probably be able to fall victim to many "seven to resist" topolitical extremism and the organizations and individuals abusive.

I was examined, cults, and I found a checklist for their properties.

Among other things, the cults:

(1) Revere one person above all others, a founder and director of a species (think: Jim Jones and the Jonestown Kool-Aid mass suicide debacle.)

(2) Government by the inclusion of information outside the group. Point of view is systematically repeated to the exclusion of allother.

(3) punishment doubters or those who deviate from orthodoxy.

(4) Try to "all things to all people."

(5) reject, at least some of the objectives of the society that surrounds them, such as the creation of material goods, wealth and money.

If you received a liberal education, both to attend school or through other means such as reading widely, you have been vaccinated to resist the appeal of cults, you know it or not.

You aresuitable for the superiority of a person other questions, especially if he or his minions do to force you. Once the variables studied, the elderly, and the best thinkers, you realize that these are giants, not spiritual, but the nozzle that leads the worship, one of them.

Are you looking for in many ways, as indicated catalog Occidental. And if you think you have the foundation of truth, a voice which always retain the right to propose the same question found this, now or in the future.Here you can change your mind several times during the day, the renunciation of dogmatism, and that is not normal for a person to think, but desirable.

They recognize an enemy of reason, the debate that he would stop squelch competing views and penalize freethinkers, is the enemy of mankind. The antidote for the unpopular or unpleasant speech is not suppression, but the expression, more talk, more discussion, an open transmission of ideas.

It is estimated that the credibility of a rulespecific object. A surgeon, no matter how finely trained and experienced more authority over other matters with you. His views on philosophy, morality, politics, economics or any other human endeavor is very likely no value to anyone, including himself. If you are a trained mind, do not have the power to confer on him in areas that are his only area of expertise and experience are not relevant.

It is suspected that a person who constantly devalues what values of society and whatIt is estimated has a personal problem with these objectives, and the problem can not be sold, or something to make your own. General George S. Patton noted that when a person criticizes something that he feels is often a manifestation of that person's primary weakness.

A liberal education is not a panacea, as the liberal would have led to the first to admit.

But certainly suggests ignorance and those who deny others their freedom.

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