Theres something that you can see in all kinds of retail stores and airports and hotels that our guest today wishes would just go away. And thats the customer service desk. You know what Im talking about, the desk or stand with the sign above it where you often have to wait in line and then explain everything that happened to finally get something taken care of?
Our guest believes that that desk sends the wrong message, not just to customers, but to employees; that its silently telling all the other workers, they dont have to mess with problems or handle complaints because customer service will take care of it its their job.
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