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Too big to care about customer service

from By Harry J. Friedman

I've been wondering lately how big you actually have to be to stop caring about how you treat your customers. The inspiration for this article came from taking a business trip and finding myself in an airport news/gift store. Zero help. Zero care. Zero everything. It's not my style to start blaming the staff for their poor effort in making my visit at the least enjoyable. I am one who firmly believes staff members behave the way management allows them to behave. But I've been noticing more and more, this sea of bodies being hired to do the minimum. How does this happen? more

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7701 Las Colinas Blvd., Ste. 800, Irving, TX 75063