The Customer may be right, but I can't deviate from this procedure, sir.

I'm no longer an advocate of XBox Live. We had a disagreement. It ended badly.

The thing that I noticed most during the hour I spent arguing on the phone wasn't something that's exclusive to one specific company. There's a new trend... agree with the complaining customer, but cite the procedure that must be followed at all costs ... so sorry, nothing I can do ... and yes, I am the most senior supervisor in the UK and there isn't anyone else who can actually make a decision other than to follow the procedure to the letter.

Something about this doesn't feel right to me. Despite the 'fixed' procedure, there is always some scope for movement, even if it is subtle. The mobile phone companies are very good at this and understand the need to retain customers and that the value of one retained customer is in the peer recommendation that goes with it.

The converse is also true. Just like this. The customer you didn't keep is just as vocal and your detractors have just as loud a voice. Except there's something unique to human nature - we tend to remember the negatives more so than the positives. Your lost customer will probably do you more damage. This is borne out by the 'net promoter' scoring metrics.

From a PR point of view it's much better to make a small concession and keep your customer than to lose them.