Word of mouth used to be the main form a bad review took. Yet in today’s world, Facebook, Yelp, Twitter, TripAdvisor, and various similar sites make it easier than ever to blast a business for “poor service.”

The growing need for businesses to have excellent customer service has been compounded by the ubiquity of the mobile user. More than 90% OF U.S. adults own mobile phones – many of which are smartphones – and therefore their access to the internet is constant, all day and everyday. Customer-obsessed companies are rising to the challenge, and taking all of the winnings.

Businesses rely on customer acquisition as well as customer retention, so it’s no surprise that marketing and sales tactics are constantly being explored. The need to be respectful and cooperative, however, is paramount when it comes to consumer engagement, as least it should be. So what happens when a representative, pressured by the need for sales, simply goes too far?