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Customer Service needs to be balanced against Customer approach too. All too often I see people demanding more than they are paying for as if it is a god given right that they get something more without payment. In addition, when mistakes are made, all too often the clerks bear the brunt of the wrath, even when it's the ticky-tack procedures set up by management to slow down return processes and such. Remember that it's not always the clerk's fault about a delay, most clerks I know would be happy to get you your money back or your exchange immediatly. I know many managers who would rather see if you'll berate his poor clerk, run out of time, and buy another one anyway.
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