What a great concept to help us make better choices in the moment.  I have found customer service in large organizations to be particularly poor these days.  I think they get crap from all sides though (and are often frustrated themselves with their own organization's bureaucracy and systems flaws) and I try to remember that when I pick up the phone.  Sometimes we get the leftover angst from the last threatening interaction they had.  Yet in an instant we can choose to create a friend or foe.  It is amazing how fast you can actually change the dynamic.