professionalism? what professionalism?

sometimes i wonder how i'm ever going to manage to be a strong advocate for my clients... here's an example of why i have my doubts...

this morning i was doing intake calls. a woman called with an issue concerning a purchase she had made. she was having some problems with the items she had bought, so she tried to return them to get her money back. the store wouldn't give her the money. then she asked if she could have store credit. they wouldn't give her store credit. what they told her was that they'd keep working with her until she was a happy customer and felt good about her purchase. but the way she said this was like this:

"they said they're going to keep pleasing me and pleasing me until i'm satisfied."

oh yes. i am a 12 year old. and a gigglebox.