[Kartographer]

From the article: Another viewer shared their own experience. “I once worked for one of the largest corporations in the world,” she wrote. “I asked my boss why the customer satisfaction goal was 98 percent and not 100 percent and he said: ‘We have figured out that some people will never be happy no matter how much you do for them, or how much you give in to them.”

2% is way to low an estimate of the number of such now days. I say multiple it by ten and you would be at least in the right ballpark

[SamAdams76]

I've been in the customer service business for over 35 years. There are always going to be customers that are impossible to please. Most of the time, they are just looking to keep you back on your heels, so they get free stuff and credits.

It's best to chuck those customers loose as they just hurt the bottom line and needlessly abuse your employees.

For most of my career, I've been the "manager" that the disgruntled customers always want to talk to when they are unhappy. I will bend over backwards for any customer that truly had a bad experience and will make it right. But as for those who are harrassing my employees and just looking for something for free, I'm more than happy to tell them they can take their business elsewhere.

I would say the 2% in the article is accurate. Most of my customers are great.