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We once had our clueless manager make us all take a customer service class on how to better handle irate callers (who weren't actually customers at all, but internal employees who had screwed up their computers). We spent the entire time making it crystal clear to the instructor that we had no problem with the callers, it was management we hated. She kept trying to keep us on topic, but we just kept turning all her scenarios into examples of how management made things worse for both the callers and for us. I don't think word was ever passed on to him, though.
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