This week, B&W features a “worst”.  We won't tell you whose customer this is, but we will point out that this breaks about as many rules of customer service as is possible. 

Customer Comment: “I found a sharp 3/4 inch chunk of chicken bone in my lunch and still have it…I nearly choked!  On going up to the counter I got zero apologies.  To the contrary....the manager said 1) “It’s not my fault; 2) "Well, the meat comes from Cisco and we do nothing to it other than heat it up."   Oh, and he also mentioned that 3) you’ve had *never* had a complaint before...I was a shocked.  What an attitude.”

• Front-line employees need to be empowered to resolve low-level complains like this one on the spot. This is a $5 problem that probably just cost this company the lifetime value of this customer....not to mention many people whom this angry customer knows.
   
• Somehow, this employee made it to the front line of this company without anybody ever having explained how to handle a customer complaint.  Listen & empathize...don't try to win a pointless argument!
   
• Telling a customer to take their complaint and register it on your feedback loop is not exactly what we have in mind.