Let’s place less blame for customer-service failures on those soldiers on the front lines than on their generals. The typical customer-service representative is an outward-facing pawn of managers who often aren't interested in serving people … including perhaps even their own people.
from Forbes Real Time https://www.forbes.com/sites/robasghar/2018/05/06/bad-customer-service-reps-the-outward-facing-pawns-of-bad-management/
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