Aside from the fact that access to a hazelnut latte, extra hot, will be blocked for three hours in a couple of weeks, I think this is a good sign. Retraining is a key element of a strong services marketing program. Aside from the practical aspect (quality maintenance), it also sends a message to Front-Line Service Employees that they’re worth the time, and the duties they perform are valuable. Can you respond in kind, McDonald’s?

Read the entire article here, at Bloggingstocks.