Been a while... so I'll throw something in.
So, I am not exactly in customer service, but as colleges become more customer service oriented, and more like businesses, the resemblance may be less and less.
Last year, I had a student in my online class who completely freaked out over an assignment that I had taught for yearsr with no issues. It was a resume / cover letter assignment, and the student flipped out because I have my students peer review each other's work. She lost her mind because she had put her actual name and address on the form, and was terrified that one of his fellow students would cyber stalk him apparently.
I wrote back said, relax, take a deep breath, and remain calm. I'll fix it. Well, apparently, that was the wrong thing to say, because he spent the entirety of the semester trying to get me fired. The student went on to talk to my boss and the department head because he was SOOOOO angry at me. Most of this didn't come to light until the end of the semester, although there was one later email from her telling me that maybe I should take a deep breath and calm down. We even had some fairly pleasant exchanges throughout the semester, indicating that this student liked the class and the assignments. Then at the end of the semester, I got an email from the student telling me that it was an interesting semester, and that he'd definitely be talking to the department chair.
Nothing ever came of it, I kept a file on the student and all the exchanges we'd had so I had my derrier covered, but... jeeze, what the heck???