Not a recommendation of any book or author but from 1999 – 2001 I worked for Amazon.
Each week we would have a meeting to review transcripts of customer complaints so we could identify ways to make the site and the customer service better.

This is a rough recollection of one complaint:

Customer: “I ordered a set of books on opera for my elderly father”

Call centre op’: “may I take your order number please”

Customer: “It’s a disgrace”

Call centre op’: “I would like to help you, but first I need your order number”

Customer: “It’s filth I tell you. Absolute filth”

Call centre op’: “What is madam?”

Customer: “the smut you’ve sent my father. He has a heart condition you know”

Call centre op’: “I am sorry but you need to tell me more so I can help you”

Customer: “I ordered books on opera you stupid man and your company has sent him pornography. Absolutely disgusting. I am going to contact the press. It’s a disgrace. Why do you sell such degrading filth? He has a heart condition you know”

The call centre op’ realising there has been a miss pick in the warehouse and now thoroughly hacked off with the tirade he is getting from the customer replied: “Imagine how the bloke who got the books on opera felt”
( Fucking hell Jeff I am not a robot, Fri 6 Jan 2012, 7:39, 2 replies)

ha ha ha ha ha
:D

That gets a click
( The magic of chutney Shakes it like an Instagram filter!, Fri 6 Jan 2012, 9:39, closed)

At last!
Something worth reading.
(oneinthepink is at your cervix m'lady, Fri 6 Jan 2012, 9:47, closed)