I found the article to be one sided, I've found quality customer service in the humblest of places because the employees did not have to find their own replacement if they needed a day off, they did not have to do 5 different jobs for the same meager pay and they were not forced to work long tedious hours, and management did more than hang out in the back contemplating on ways to make the employees miserable. Your ""low-level"" customer service
jargon does not jive with today's economy issues. That's a whole new ball game called greedy capitalists.
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