CHAPTER ELEVEN
Give a Gift When You Complain
Scotland faced the same issue many countries worldwide confronted during the COVID-19 pandemic—complaining customers who got in the faces of service staff, threatened, and even physically attacked essential workers. In response, the Scottish Public Services Ombudsman offered advice to people handling complaints that involved going beyond calling the police to arrest and charge such customers with breaking laws.
The Ombudsman’s advice was almost a plea to everyone to return to long-gone good old days and maintain a civil people-centered approach, even with potentially dangerous customers. This advice ...
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