You may recall I’ve written about toxic managers or leaders, but recent personal experience and stories I’ve heard compelled me to look into the increasing polarization of customer service behaviors.

My good friend Dan, related a tale about buying some expensive technology products online from a leading retailer and when he arrived at their local ‘bricks and mortar’ store, he was denied picking up his purchase because he did not bring the credit card he used to make his online transaction.

Well, Dan had plenty of identification that would have assured the “customer service” representative that he was indeed the person who was entitled to the purchase. After all, they had charged his credit card for the order, and here he was to pick it up. But the company has a policy that requires the clerks to check the credit card of online buyers, and it can only be assumed that this is for a good reason.

So the clerk emphatically pointed out that my friend did not “read the fine print” on his online receipt clearly (however small) stated that it was required that he bring the actual credit card when picking up his purchase. By the way, this comment was repeated several times during my friend’s dialog with the clerk. And the store employee noted that a driver’s