This is a more general thought, encompassing a lot of the inevitable misunderstandings that arise all too frequently for Americans in Paris. The way we approach customer/service situations back home is simple; the customer has the unspoken right to express him or herself ad nauseum, and be listened to, assuming all the while that the problem identified is a valid and pressing reason to complain. The service representative, on the other hand, must submit to agreeing to all of the above, while in addition slapping a warm, understanding smile on his or her face!