It struck me how these are the same individuals we're expecting to provide corporate goodwill and to demonstrate corporate loyalty to customers. No one else really matters. Besides, they've been taught that feeling good is their mission in life. We need to change our approach. It should be an issue of how to resolve the customer's problems.
Problem solving is about a discovery process.
The culprit is not relevant unless there is a pattern of incompetence or there is a need to demonstrate a more productive outcome for the future. If they answer honestly, many customers have to admit that they have contributed to their problems and know it. It's needless and destructive, therefore, to scapegoat the employee as the culprit. So, if we want loyalty from employees and customers alike, the ball is in our court. It is up to us to demonstrate that which we want given and to do it on a daily basis.