Manager unclear on concept of “customer experience”

I was engaged to help a team increase their customer responsiveness when I heard this tale which happened soon after I took the assignment. The manager of the customer first contact area decided to close that area for 2 hours to have a 1-hour meeting with staff to discuss ways to improve service. During one meeting another staffer knocked at the conference room door. “Hey, there are a lot of customers waiting for service. Can a few of you come out and help?”

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