AN INSIDE STORY of CUSTOMER SERVICE "Two Sides To Every Coin" is an intimate, inside look into what retail personnel must face every day when dealing with consumers. Funny and poignant, it explores the depths that consumers will sink to in order to get their way -- and the lengths they will go to when they don't. It challenges the cliché, "The customer is always right" by showing that often, the customer is in fact wrong. It reveals just how hard customers will lean on that phrase to increase their own level of self-importance, while tearing down the level of importance of others. While the book is highly focused on the actions of consumers, it also offers the consumer insight into the different types of retail stores and how their operations run. It touches on specific store policies and the reason for their implementation, and gives the consumer a clearer picture as to why retail stores do not all follow the same guidelines. For many of the associates who work in the industry, it is, finally, a voice.