Demaestro - 11:26 pm on Feb 27, 2009 (gmt 0)

I am a little confused as to why...

"""After getting a lot of angry calls at my office from frustrated customers, I realized we could do a better job of listening to and supporting you"""

..... they wouldn't just address the issues that were the nature of the angry calls rather then setting up a new dept to "listen better"

Think of a restaurant... you get really crappy lettuce in your salad, you complain about the lettuce, at the same time others are also unhappy with the lettuce and they begin to complain. Is the best course of action for the restaurant to get better lettuce or would it be better to set up a new dept that will better listen to your lettuce complaints?

Fix the problems and you won't need a new department.