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I had a receptionist whose attitude toward customers depended on her mood. I didn't know it until she'd been with us about 6 months. I got a complaint from a customer and started listening in to her conversations. She seemed very pleasant to everyone until one day - she pretty much told a customer things were going to be done her way and no, she would not allow him to talk to a supervisor. A good talking to her did no good. She wasn't a receptionist any more.
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