"Too often, we blame bad service on the people who actually deliver the service. "

http://sethgodin.typepad.com/seths_blog/2011/04/whos-responsible-for-service-design.html

"Three quick tips for anyone who cares about this:
1. Require service designers to sign their work. Who decided to make it the way it is?
2. Run a customer service audit. Walk through the building or the software or the phone tree with all the designers in the room and call out what’s not right.
3. Make it easy for complaints (and compliments) about each decision to reach the designer (and her boss)."