Noriko was working hard at her tasks to complete a transaction for a customer. When she completed this task she indicated with a hand wave to the next customer to come forwards to the desk. The next customer was stressed. They had come into the office with a complaint regarding continued correspondence for a person who no longer resided at the same address. The customer complained that this was the third time they had raised the complaint and none if the staff listened. Further to this the customer complained about the length of time it 'always took' to be served, that the communication style of the staff was disrespectful and that chairs should be provided in the waiting area. Imagine that the company has decided to improve its customer service