Do you check conversations and chat records of your staff with your customers? It’d be a good strategy to keep an eye on this as sometimes rude attitude, inability to listen and interrupting customers may become one of the main reasons for your customers to complain publicly and tell the world about your customer service quality.
There are also people who treat customers as if they interfere into their daily routine. The way they communicate with people is enough to turn the most mild mannered of customers against your company. Do you have such reps in your company? Keep them away from your customers!