Originally Posted by
Often1
It's the same thing as the regular customer service, but designed to make people who write to the CEO and the like feel as though they are special.
Referring to the OPs question, is this a confirmatory statement that Marriott does not have an executive customer service office, separate from the regular customer service function ?
Originally Posted by
Often1
Complaints do get elevated, but not based on the addressee.
In addition, in any customer-facing organization, a few complaints a day are randomly sent to senior people just so that they can keep their finger on the pulse of what is going on and see how things are handled.
Again, is this your knowledge of what happens at Marriott ?