The common statement, “The customer is always right” is completely wrong, and this interpersonal situation is a perfect example (Kim, 2014). Bre is a customer service representative for a gym and is faced with an angry, rude customer, and no matter what Bre said, it wasn't going to make things better for Emily. Emily made it clear that she was angry by interrupting Bre while she was speaking, cursing, gritting her teeth over a month of not speaking, and for assuming it was the institution's duty to call her and inform her of her account and her expired credit card ( Richmond, McCroskey and Hickson,