customer service...or trash talk?

Even I am surprised how I could use the two seemingly unconnected terms in the same title, so it happens I wander over to the local foodcourt from where I get my lunch albeit a lot later than lunch time (3.30!) I am standing in the line at subway with a couple of more people around there...now since our foodcourt is undergoing construction a couple of the vendors namely Wendys and Taco Bell are moving out and two news joints are going to open in a short while. The lady (or should I say girl?) behind the counter is heating our personal pizzas and its gonna take a couple of minutes so she goes ahead and informs us that how the food in wendys was greasy and not healthy where as subway is better blah blah. She also complains that because one of the new joints is a pizza place they wont be able to serve pizzas anymore (a fact surprisingly I had given thought to a couple of weeks ago) and then she launches into the worst 30 mins of trash talking I HAVE HEARD ABOUT COMPETITORS...agreed you were giving information about your product but why put someone else down. Or is that customer service Subway style...you cant look good if you dont make others look bad?

Frankly for me, being a veggie, Taco Bell had more choices than the mandatory two I have at Subway although I dint care about Wendys. But there is a fine line between customer service and trash talk...I dont know who decides that maybe the gurus of advertising do!