Editor,

Feedback is needed, but so is proper training of employees (which starts with employers). I and many folks have had negative experiences.

Too often employees are afraid to make any decision to rule in the customer’s favour; this has got to change. The value of a long lasting relationship with customers needs to be taught and implemented.

Joe

Reaction to the story, "Poor customer service: Clients must be part of the solution” (The New Times, February 10)