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We are all human and we all have our good days and bad days. Customers aren't the only ones that have bad days. And keep in mind we are all trying to communicate in the written word which is a mess to begin with. And keep in mind that some of these guys probably are doing this outside their first language (on top of it being the written word). Its the end result that matters. And its the end result that determines whether a company is customer oriented or not. The stuff that happens in the beginning and the middle a lot times is just human beings being human beings (wow those last five words are crazy), mis-communications and frustrations all heaped on top of the written word which is easily entangled all by itself when no emotion is involved.
So before anyone starts being the judgement police and handing out tickets. Keep in mind regarding the written word, human beings and the end result.
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