[nilkn]

I think her post was fairly constructive. She made a number of concrete, actionable suggestions, and she made a compelling argument that high turnover in the customer service department is placing a strict, very low upper bound on the overall quality of customer service (she pointed out that while she gave away ~$600 in waivers and coupons in her first month, she only gave away $15 in her last three months due to her growing experience with handling customers and de-escalating problematic scenarios).