Customer service gets complicated fast when emotions run high, expectations aren’t clear, and boundaries start to blur. Megan Deal sits down with Whitney Guison and Grace Gooley for an honest, often funny conversation about what good service actually looks like, without burning out your team or bending over backward for bad behavior.

They unpack why “the customer is always right” misses the point, how clear policies protect employees, and why handling conflict calmly matters more than winning an argument. If you lead people, serve customers, or have ever stared at a Google review wondering what just happened, this one will hit home.

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