continuing my encounter with the bank, here are my conclusions:
1. service-with-a-smile campaigns miss the mark. before we talk service, we've got to talk baseline competence. a smiling ass, methinks, is still an ass. he sleeps well after a full day of smiling, fecklessly unaware of our dissatisfaction.
2. and alas i seem to be dealing with an ass...
deliver the goods you are paid to do, i think, and i will take a pass on the smile. i will even take a pass on the apology, because you have apologized for the wrong thing anyway.
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