Terrible CS is never justified.

It is a tough job, and I sympathize with anyone who is a good CSR and has to deal with crap customers.

However, I don't have any sympathy for a crap CSR, especially when they don't know how to do their job.

The caller in this video is a pretty terrible person, but it doesn't change my views on the ICC.

(I want to note that I would never treat any CSR like this, even if they were completely incompetent)