[QUOTE=Viajero Perpetuo;16783619]
The word is that customer service screw ups will not be tolerated and one is enough for immediate dismissal./QUOTE]

This is bad news because it is EXACTLY the root cause of bad LAN service. Agents, like deer in the headlights, are paralyzed to do anything, even common sense solutions, because of fear due to company policy like this. Check the rules, check with supervisor, check again, pass the buck again, never admit a mistake, stick with the storyline, and if all that fails, disconnect. It takes weeks to get anywhere towards a solution and hence rarely resulting in customer satisfaction, but the agents ash is covered.