This story carries a message that goes beyond customer service.
A cable company sends out a technician to a customer's house.
The tech calls headquarters for help and when they put him on hold for over an hour, he dozes off on the customer's sofa.
Since the customer is a kind and understanding type - a law student - he videotapes the sleeping employee and the video mysteriously (ho, ho) gets out on the Internet.
The tech gets fired.
Did it ever occur to the law student to behave like a normal human being and just wake the guy up?