"Tom in NJ" wrote:


My proposal is that while they're reinventing their customer service
model they might announce to all employees that they will be closely
monitoring customer feedback. Fire a few for poor customer service
and
the others should come around.

First things first.

If the management in Atlanta wants to truly improve customer service.
then they will have to accept the fact that employees are people, not
equipment.

The above is based on conversations with an employee who is in contact
with customers every day.

H/D treats their employees like whale crap and that is at the bottom
of the ocean.

The results are not swift.

Lew