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Re: A Rare Service Week
I suspect that the engraved suggestion box was purely rhetorical. It was not intended as a mechanism for actually receiving suggestions, but to communicate that "we listen." And because they listen, the suggestion box is unnecessary and reduced to a quaint expression. Doesn't the very existence of a "Customer Service Rep" imply that the people who do the real work of the organization don't or can't listen? The problem with CSRs is that they are a buffer between the people with the problem and the people who solve the problem.
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