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It depends on how they respond to it. If they are looking for an explanation and accept, "This is the policy at this time and I was following policy" and then look to change policy rather than blame the employee, I think it's fine. But of course we know that sh*t always flows downhill so I don't doubt the employees get blamed for things not their fault. I guess I have mixed feelings. I like hearing that they respond to customer complaints but I do see the potential for unfair treatment to lower level employees.
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