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The First Line Of Defense. And Offense
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This story of problems with the Ottawa transit system and passengers taking out their frustration on the nearest transit authority staffers can be extended to practically any consumer-facing business. When you're upset -- maybe a store rung you up at the wrong price, or your insurance company is being obstinate that your procedure isn't covered -- do you yell? Do you threaten? Or do you restrain it with the thought that they're just employees and they're just doing a job? (Or are they POORLY doing their job?) (CBC)
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