Top tier front line

My inept coffee ordering skills at Starbucks prove their wisdom of putting their very best people to take the order at the drive-through. Anybody can execute the task of dumping three raw sugars into a Venti Pike's Place. But it took skill to know that's what I meant when I ordered a large medium roast with heavy sugar.

I'm not sure the tradition of putting your entry-level workers as tier one phone support, which is something ITIL supports, is a wise one.

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