+1. I think this is where the problem lies, decision making has become more centralised, and left the 'frontline' people relatively powerless.I don't think it is a question if things have gotten harder, I do think that for large companies, decision making is centralised and process driven, rather then common sense at local level which you might have gotten years ago.
And some places are doing just the opposite. Been in to Ulster bank a few times lately and I was so impressed with the staff there that I am thinking of moving my account from my own bank.
It's a good opportunity for companies to grab customers with good service.
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