A good reflection by Confused of Calcutta. An excerpt:
There is nothing more frustrating than having to deal with a human being who quotes rules at you. Not regulations or laws. Rules. How often have you been faced with a situation where the person “serving” you goes all jobsworth on you: “I’m sorry sir, rules are rules. You will notice it is one minute past eight, and I stop serving at eight. If we make an exception for you, where is it going to stop? No sir, rules are rules.” [Usually said while inspecting fingernails, no eye contact, usually when there is no one else waiting to be served, and usually when the person could have served you faster than the time it took to spout the rules.]
Do you understand the mind of your customer?